Configure the Customer History view

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Configure the display of the Customer History view.

    Before you begin

    Role required: admin

    Note:
    Customer Activity has been renamed to Customer History, with no changes to its functionality. References to the previous name will be updated in a future release.

    About this task

    The Customer History view provides customer service agents an overview of all interaction that a customer has had with a contact center in the form of an activity feed.

    There are two panels on the Customer History view. On the left, the facets categorize the customer touch points and a customer service agent can filter to display the data they want. On the right, the activity feed displays more detailed information on each of the facets in reverse chronological order.

    Procedure

    1. Navigate to All > Customer Central > Customer Activity > Guided Setup.
    2. On the Customer History Configuration page of the guided setup, view the list of tasks listed in the following order.

      Select Get Started beside each block to configure the features.

      1. Customer History Properties
      2. Activity Feed
      3. Activity Contexts
      Table 1. Customer History configuration tasks
      Task Description
      Configure Customer Central properties Set the Customer History view system properties as required.
      Configure activity types Create an activity type to display in the activity feed on the Customer Activity view.
      Configure activity groups Create an activity group and then add activity types to the activity group.
      Configure activity type templates Create an activity type template to define how to display the activity type data on each of the activity tiles in the activity feed.
      Configure activity contexts Add the activity groups and activity types you created to an activity context, depending on who you want to display the information for and create facets to group the data.
      Create facets for activity contexts Create facets to group the data and enable customer service agents to filter and display the data they want to see in the activity feed.
    3. To perform a task, select Configure.