A Single Timeline
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The timeline available to a user in Customer Service Vu is doubly powerful in that it shows all activity taken by both the citizen and council staff in one place.
The following illustrates the timeline and the large variety of timeline entries can be seen in the 'Filter the timeline by' options:
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.
