The activities page shows agents' summaries of their recent or past activities on the platform across all the interaction channels.
Access Activities via Toku Agent Portal: Agent Portal> Login> Activities
The first screen/dashboard that the user will see after clicking on the Activities tab will be:
Activities Search, Filters and Fields
Activity Count is simply a total count of listed activities in the selected duration. The default duration set is for the day starting 00:00.
Search: The search field in the activities page allows users to search via Interaction ID, Phone Number, Agent Name etc.
Filters: This dropdown option allows users to filter based on below:
- Channel: Allows users to filter activities based on the communication channel, including All, Incoming Call, Outgoing Call, Transfer, SMS, etc.
- LOB: Allows users to filter and select either all the LOBs or to check the box only for the selected ones.
- Date & Time: Allows users to filter based on the date and time from the start period to the end period.
Clear All: This button allows users to clear all the selected filters.
Download: Page provides download option for the agent to download all the interactions as per the selected filter in an XLSX or CSV file. Agent gets to choose the file format before download starts:
Note: Activities support viewing interaction history of up to 100 days by default.
Activities Fields
Field Name | Definition |
Interaction ID | An interaction ID is a unique identifier that is assigned to an interaction that occurs between a customer, agent and external party if transferred by an Agent. An interaction ID can be used to track, retrieve, or respond to the interaction in various ways. |
Channel | The channel of communication is the channel via which the agents and customers communicate such as Incoming Calls, Outgoing Calls, Transfers, Missed Call, Third Party Call or SMS etc. |
Origin | The origin is the contact details of one who initiates the communication. |
Destination | The destination is the contact details of one who receives the communication. |
Queue | Name of the Queue through which communication was completed. |
Call Duration | The total talk time between the Origin(s) and Destination(s) after the connection is established, in HH:MM:SS format. |
Start Period |
This shows the timestamp when customer was connected with the agent. Default format for timestamp is DD/MM/YYYY, HH:MM AM/PM. |
End Period | The column shows the timestamp when customer interaction ends and was disconnected connected with the agent/external contact. Default format for timestamp is DD/MM/YYYY, HH:MM AM/PM. |
Action |
Download Recording Recording Notes |
Sorting Up and Down |
Arrow Up: Users should be able to view data from the lowest number to the highest number. Arrow Down: Users should be able to view data from the highest number to the lowest number. |
Recording ID |
Every unique channel / leg will have a Unique Recording ID. So, for one transaction there could be multiple Recording ID e.g. if an Agent makes an outbound call (it would have its own Recording ID) and in the same call, the agent adds another Call (Transfer to Agent or 3rd party number) it will have its own unique Recording ID. |
Interaction with Multiple Destinations
All the communications which start with the customer connecting with an agent irrespective of the channel used, till the customer communication is concluded comes under one interaction id. Entire interaction might include calls, SMS or email, transfers etc. Any Interaction with multiple communications can be located by icon, also highlighted in the screenshot below:
Once the is clicked, an agent can see complete communication within a single customer interaction:
The top row in an interaction row gives a summary of the complete communication, the customer went using one or more channels. For e.g. Call Duration will show the duration for all the calls made during the interaction which includes any transfers etc.
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