Timeline
Timeline reconstructs a single agent's day on a single time axis. It interleaves status changes, calls, and chats so you can see exactly what an agent was doing minute by minute. Use it to investigate specific incidents, audit time-in-status, or coach an agent through a difficult shift.
Overview
Timeline merges three event streams for the agent and date you select:
Status events -- every transition between statuses (Available, On Call, Wrap Up, custom statuses, etc.) with timestamps.
Call events -- every inbound and outbound call the agent participated in, with start/end times and disposition.
Chat events -- every webchat and SMS thread the agent worked, with start/end times.
The events are sorted chronologically and shown as a unified log. You can filter to just calls, just chats, or both.
Selecting an agent and date
Timeline requires three inputs:
Agent -- pick from any agent on your account (human or AI).
Date -- defaults to today. You can pick any date for which activity exists.
Channel filter -- All, PBX (calls), or Chat. Status events always appear regardless of the filter.
Once an agent is selected, the page loads and rerenders whenever you change date or channel.
Reading the timeline
Each row in the unified log shows:
Time -- the local time the event occurred.
Kind -- status, call, or chat.
Label -- a short description (e.g. "Available", "Inbound call from +1 555-0142", "Chat started -- support queue").
Detail -- additional context like queue name, disposition, customer match, or duration.
Status events use the colors and icons you configured for each status in Workforce Settings, so the same visual language carries from the Dashboard into the Timeline.
When to use the Timeline
Investigating a specific incident. A customer complains about a long hold time on a specific call -- pull up the agent's timeline for that day and see exactly what was happening around that minute.
Auditing time-in-status. Verify that an agent's status reflects what they were actually doing.
Coaching. Walk through an agent's shift with them to spot patterns and improvement areas.
Reviewing AI Agent activity. Pick an AI Agent to see exactly what conversations it handled and when.
For aggregate trends across many days or many agents, use Daily Summary.