A timeline shows what happened—and when—during happened — and when — during an interaction. Each party involved in the interaction appears in its own row, each row consisting of colored blocks representing events.
You can see timelines for both completed and ongoing interactions. The blocks that represent ongoing events are colored in a gradient, starting in with a solid color on the left and becoming transparent on the right.
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In this example, a call from a telephone number ending with 100 arrived at Vonage Contact Center. The caller spent some time in IVR before entering a queue. Agent Mark Green's phone rang, but the agent did not answer. A few seconds later the second agent (Bob Jones) answered the call. During the call agent Bob Jones put the call on hold. After retrieving the call, the agent was connected for a short time before releasing. Then, he spent his time on wrapping up for a few seconds.
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In this example, a call from telephone number ending with 943 arrived at Vonage Contact Center. The caller spent some time in IVR before entering a queue. Agent Helspeth G's phone rang, and the agent answered. During the call the agent put the call on hold. After retrieving the call, the agent was reconnected with the caller for at least 3 minutes and 26 seconds. The call is ongoing and therefore the most recent Connected event is transparent on the right side.
Under the linear visualization of the interaction is a table that contains a detailed list of events and applets involved in the interaction.
All the events and applets are reported from the beginning of the interaction to the end. Click the headers of the table to change the sorting of the columns. If enabled for your account, to download the data in the table in CSV format, click the download icon in the top-right corner of the table. For information about turning the export of interaction data on and off, see Dashboards - users can download widget data in Controlling features for your account.