Citizen Timeline
Last updated
Was this helpful?
Last updated
Was this helpful?
Like the timeline available to council staff in Customer Service Vu, citizens can see activities on their account in a single timeline. This is accessed from their profile at the bottom as shown below:
This timeline will show entries chronologically with the most recent updates at the top. There is the ability to filter the timeline for specific entry types and this also illustrates the different types of entry in the timeline:
The following table lists each of the timeline entry types and what they mean
Notes
Any notes added will appear with this entry type and the type of note will also appear
Call Finished
Whenever a contact (call or face to face) is ended it will appear here along with the service area, contact type, avoidable contact reason.
Call Started
Whenever a contact (call or face to face) is started it will appear here along with the location of the contact.
Account Created
This will appear only when the account is initially created
Form Completed
When a form is submitted it will show here with the name of the form being present.
Profile Updates
This includes changes to name, date of birth, address, contact details.
This will record that a citizen's account has been linked/unlinked to/from their Facebook account.
Logged In
A entry will appear to illustrate each login by the citizen
Document Download
Whenever a citizen downloads a document e.g. a council tax ebill it will appear in here along with the document name that was downloaded.
New document notification
When a citizen is sent a notification e.g. a council tax bill or benefit notification it will log this against the timeline.
Broadcast Article Sent
Notification Preference Changed
If someone changes how they'd like to be contact the details of which notification and which method they have updated it to will be added to this entry.
Successful/Unsuccessful Notification
Where a notification to the citizen is successful or not it will be logged here.
External
There is a OneVu Timeline API and if this is called by a third party application it will be marked as 'External'
The benefit of the filter of course is that it means you can quickly hone in on specific entry types.
When a citizen is opted into receive generic notifications () via Broadcast any notifications sent to them will be logged in here with this entry type.
