The Trust Channel Activity Log gives you a complete, chronological history of what happened with a complaint. From the complaint detail page, you can review actions such as status changes, category updates, assignments, notes, and messages, including who made each change and when.
Overview
The Activity Log provides managers with a complete history of a complaint in one place. It helps you understand the full lifecycle of a case without having to piece together information from different parts of the complaint.
The activity timeline can help you:
- Review everything that happened with a complaint in chronological order
- See who performed each action and when
- Track changes to the complaint's status, category, and assignment
- Review notes and messages as part of the complaint history
- Support internal reviews and audits with a clear record of activity
The Activity Log is available for all Trust Channel companies.
How to use
- In your sidebar, go to Trust channel
- Open the relevant Trust Channel complaint
- Go to the complaint detail page
- Find the Activity Log
- Review the timeline to see the complaint's history in chronological order
- Check each activity to see what happened, who performed the action, and when it occurred
The Activity Log can include:
- Complaint creation
- Status changes
- Category changes
- Assignments
- Notes
- Messages
For older complaints created before the Activity Log was introduced, Factorial may display the previous complaint history instead.
Tips and best practices
- Use the Activity Log when reviewing the history of a complaint or preparing for an internal audit.
- Check the timeline before making decisions about a case to understand its full context.
- Pay attention to the person and timestamp associated with each activity when reviewing accountability.
- Use the chronological order to identify when important changes occurred and how the complaint progressed.
FAQ
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What is the Trust Channel Activity Log?
It is a chronological record of activity on a Trust Channel complaint. It shows what happened, who performed each action, and when.
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What activities can I see in the Activity Log?
You can see complaint creation, status changes, category changes, assignments, notes, and messages.
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Can I use the Activity Log for audits?
Yes. The Activity Log provides a clear chronological history of the complaint, making it easier to review how a case was handled.
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Are older complaints supported?
Yes. Complaints created before the Activity Log was introduced use the previous complaint history as a fallback.
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Is the Activity Log available to all Factorial customers?
The feature is available to all Factorial customers with the Trust Channel functionality.