We would like a way to set the level of detail shown in the history of a case on the portal that would be visible to the end user when viewing their calls.

e.g. instead of showing all call history including system notation actions like forwarded to X team automated system triggers it only showed analyst updated history entries and user interactions?

Would need this to be a setting configured across all partitions.

Feedback from our customer base using the portal have said they struggle to understand where their calls are up to and follow case history.

So we would to provide them a cleaner more straightforward call history progression chain.