View agent activity history within your Twilio Flex contact center.
Account Owners, System Admins & Supervisors
Platform roles required to view and manage users.
Navigate to Menu > Manage Users
After selecting the user you want to view, you will be redirected to the user details screen.
Viewing the User's Activity History
The activity history tab is shown by default when viewing the user details.
Activity History Filters
The activity history for users can be filtered by the following:
- Timeframe (by default shows all activity history)
- Status (by default shows all statuses)
- Types (by default shows all types)
- Channels (by default shows all channels)
"Timeframe" allows the user's activity history to be filtered by the following:
- Last hour
- Last 24 hours
- Last 7 days
- Last 14 days
- Last 30 days
- Custom range
"Status" allows the user's activity history to be filtered by the following task status:
- Pending, the task is waiting to be accepted by the agent
- Accepted, the task was accepted by the agent
- Rejected, the task was rejected by the agent
- Missed, the task was missed by the agent and reassigned to another agent
- Wrap Up, the task is in wrap up with the agent
- Completed, the task was completed by the agent
- Canceled, the task was canceled before being accepted by the agent
- ie. the caller hung up before the agent accepted the task
"Type" allows the user's activity history to be filtered by the following task types:
- Inbound Call
- Outbound Call
- Missed Task
- Abandoned
- Transferred
- SMS Conversation
- Chat Conversation
"Channel" allows the user's activity history to be filtered by the following task communication channels:
- Voice
- SMS
- Chat