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            Track Interaction Events on the Contact Center’s Timeline

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            Track Interaction Events on the Contact Center’s Timeline

            The enhanced timeline helps you visualize interactions that occur between the member and the contact center agent or service agent. See details of topics discussed and when case records are created or updated.

            Required Editions

            Available in: Lightning Experience

            Available in: Enterprise and Unlimited Editions with Health Cloud
            User Permissions Needed
            To use the Contact Center for Health Cloud: Manage Contact Center for Health Cloud

            You can also create cases, add engagement topics, and interactions directly from the timeline. Additionally, select date ranges to view a specific period in the timeline, and filter the timeline to view cases, engagement topics, or interactions.

            1. From the App Launcher, find and select Contact Center.
            2. On the Timeline, click New and choose the type of record to create.
            3. Add details of an engagement interaction with a member.
              1. Enter a start date and end date for the interaction.
              2. Indicate if the attendee is verified.
              3. Select a communication channel.
              4. Indicate if the attendee is authenticated.
              5. Select the sentiment recorded in the interaction.
              6. For Context, select a visit or service appointment record.
              7. Select the type of interaction.
              8. Select a status.
              9. Save your changes.
            4. Create a case for the member.
              1. Select the type of case and click Next.
              2. Select the contact name.
              3. Select the status.
              4. Select the type of case. For example, select if it's a problem, feature request, or question.
              5. Select the case origin and case reason.
              6. Select a priority level for the case.
              7. Enter the subject, description, and internal comments.
              8. Add details of web information such as web name, phone, email, and company.
              9. Select Send notification email to contact.
              10. Save your changes.
            5. Add details for an engagement topic.
              1. Select an Engagement Interaction record.
              2. Select a topic. For example, select the case object and then select the case record you created in the previous step.
              3. Enter a name for the Topic record.
              4. Enter a name of the process executed during the engagement interaction.
              5. Select a process type.
              6. Select the status of the process.
              7. Add a summary of the engagement interaction.
              8. Save your changes.

            See Also

             
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            Salesforce Help | Article