Universal Timeline Service
The Universal Timeline Service is a separate service used for the following products:
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Provides a web service to retrieve timeline information of the contact.
For deployments that use a customer-owned 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, no matter what channel your client uses to contact you, as long as their details are in your CDR database, the timeline will contain all previous (not the current) moments of contact.
Note
From DC2025.02a, Dialogue Cloud Neo customers use Dialogue Insights for WebAgent history. Dialogue Insights starts gathering data after the DC2025.02a A bundle is a fixed combination of our software platform elements of very specific versions. These are designed and tested to optimally work together to assure their intended function and interoperability. update, so history becomes available from that point onward.
New customers onboarding to Dialogue Cloud Neo, for either Dialogue Cloud Neo (Connect) or Dialogue Cloud Neo (Unify), use Dialogue Insights only. A customer-owned CDR database is not supported for these new deployments. Existing customers upgrading to Dialogue Cloud Neo, for either Dialogue Cloud Neo (Connect) or Dialogue Cloud Neo (Unify), can continue using their existing customer-owned CDR database together with Dialogue Insights.
We encourage all customers to adopt Dialogue Insights.
Note
For deployments that use a customer-owned CDR database, the Universal Timeline Service can connect to the CDR database using a SQL Account or a 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 Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments.,
See: Replace or Secure Vault