Contact Timeline

The Contact Timeline module lists information about important interactions between the contact and your company, such as interactions between the contact and your customer support team. The module also includes the same information tracked in the Activity Log of a response, such as:

Alerts status changes.
Notes added by your company.
Rapid Response emails sent.
If you have configured Enhanced responses, the Activity Log also shows Feedback responses.

Note: The face icon shown on a Contact timeline is driven by the Main score configured for the record's Experience program, and for the face icon to display, the record's Experience program must be enabled for that Feedback field.

General properties

These properties define the module's size and whether an icon appears for the module.

Module size: Display size of the module.
Module icon: Optional icon to display next to the module title. To remove an icon, click Clear Selection at the top of the icon selector.

Data properties

This property determines the scope of data presented in the module.

Programs: The programs to include, and the fields to display for each included program. Click Add Data to select a program. After adding a program, click the program name to open the list of fields to display for that program. By default, no fields are selected. Click Select Data in an expanded program to add fields. For example, the following image shows several programs added, with multiple fields selected for each program.
If your company imports conversation transcripts (such as from Zingle) to the conversational transcript comment field (q_conversational_transcript_comment), consider adding that field to the Select Program property. The module then shows the full conversation between the agent and the customer. For more information, see Conversational transcript comment.
Data filter: Optional Basic or Advanced Data filter that restricts the data displayed in this module, regardless of the filtering options configured at the dashboard level or in the Control panel. For more information, see Module-level data filters.

Visualization properties

These properties determine the visual presentation of the module, including which graphical visualizations are available to users.

Promoter, Passive, Detractor Thresholds: Values that determine which data points are listed as promoter, passive, and detractor. Optionally, you may change the label for each threshold.
Link to Response Detail: Enables users to click in the topic or theme section of the module to open another report with more detailed data, filtered by the data visible for this module. Click Add Link to add a default destination report. After adding a default destination report, click Add Overrides to add one or more different destination reports for specific roles.
Link target: Whether or not a linked report opens as a Full Report in a Navigation subtab or in the Side Panel.