View activity history of contact records within your Twilio Flex contact center.
Account Owners, System Admins, Supervisors & Agents
Platform roles required to view and manage contact records.
Navigate to Menu > Manage Contacts
After selecting the preferred contact, you will be redirected to the contact details screen.
Viewing the Contact's Activity History
The activity history tab is shown by default when viewing the contact details.
Activity History Filters
The activity history of contacts can be filtered using the following:
- Timeframe (by default shows all activity history)
- Status (by default shows all statuses)
- Types (by default shows all types)
- Agents (by default shows all agents)
- Queues (by default shows all queues)
- Channels (by default shows all channels)
"Timeframe" allows the contact'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 contact's activity history to be filtered using the following task status:
- 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 contact's activity history to be filtered using the following task types:
- Inbound Call
- Outbound Call
- Missed Task
- Abandoned
- Transferred
- SMS Conversation
- Chat Conversation
"Agent" allows the contact's activity history to be filtered by the agent who was assigned the task.
"Queue" allows the contact's activity history to be filtered by the queue in which the task was routed.
"Channel" allows the contact's activity history to be filtered by the following task communication channels:
- Voice
- SMS
- Chat