Universal Timeline Service

The Universal Timeline Service is a separate service used for the following products:

WebAgent

Provides a web service to retrieve timeline information of the contact.

No matter what channel your client uses to contact you, as long as their details are in your CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. database, the timeline will contain all previous (not the current) moments of contact.

Note

From DC2025.02a, WebAgent uses Universal Timeline Service only for Unified Contact Centers (UCCs) where the WebAgentService.TimelineServiceUrl plugin setting is configured. If this setting is empty or not configured, WebAgent retrieves history through Dialogue Insights.

Existing Dialogue Cloud Neo (Connect) customers with a SQL CDR database can keep using Universal Timeline Service by keeping TimelineServiceUrl configured.

Note

The Universal Timeline Service can connect to the CDR database using a SQL Account or a Microsoft Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD) account or as of DC2025.01 using Dialogue Cloud Secure Vault, all of it configurable through OnePortal Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments.,
See: Replace or Secure Vault