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 | Definitions |
| Interaction ID | An interaction ID is a unique identifier that is assigned to an interaction that occurs between a customer, agent and external party etc. An interaction ID can be used to track, retrieve, or respond to the interaction in various ways. One customer interaction can have one or more activities like Incoming Call, sending a SMS, Call Transfer etc. |
| Recording ID | An identifier for the recording associated with the call activity within an interaction. This is useful for retrieving and reviewing recorded interactions. |
| Channel | The channel of communication is the channel via which the agents are allowed to communicate with their customers, such as Incoming Calls, Outgoing Calls, Transfers, SMS etc. |
| Origin | The origin is the contact details of the one who initiates the communication. |
| Destination | The destination is the contact details of the one who receives the communication. |
| Queue | Refers to the specific queue relevant to the interaction. This helps in categorizing interactions based on the Incoming Queue based on the caller's selection. |
| Call Duration | The total talk time between the Origin(s) and Destination(s) after the connection is established, in HH:MM:SS format. Call Duration will be available for both at Interaction level as well as for individual activities within the interaction. For message-based channels, Call Duration will be displayed as -. |
| Start Date & Time | This shows the timestamp when the two parties within the interaction or activity are connected. The default format for the timestamp is DD/MM/YYYY, HH:MM (24 Hours format) |
| End Date & Time | The column shows the timestamp when an entire interaction or an individual activity end. The default format for the timestamp is DD/MM/YYYY, HH:MM (24 hours format) |
| Sentiment | The Sentiment column indicates the overall sentiment of the call when AI is enabled for the respective LOB (Line of Business) or Queue or Agent. Possible Values:
Note: Sentiment classification is AI-generated and should be treated as an indication of the overall conversation tone rather than an absolute assessment. Note: Only calls with a duration of more than 30 seconds will be processed by the AI. This is to ensure that there is sufficient conversation context available for the AI to generate meaningful and accurate outputs, such as transcripts, summaries, sentiment analysis, and topic classification |
| Status | The Status column indicates the processing status of AI-generated features for a call when AI is enabled for the respective LOB (Line of Business) or Queue or Agent. Possible Values:
Note: The time required for the Transcription, Summary, or Tags to become available depends on various factors, including:
If you have any questions or require assistance, please raise a support ticket at support@toku.co. Note: Only calls with a duration of more than 30 seconds will be processed by the AI. This is to ensure that there is sufficient conversation context available for the AI to generate meaningful and accurate outputs, such as transcripts, summaries, sentiment analysis, and topic classification |
| Action | On clicking the three dots, the following options will be displayed:
View Details
NotesThis section displays any notes entered by the agent during the wrap-up process for the specific interaction. Download TranscriptAllows the user to download the transcript for the selected interaction. Note: Only calls with a duration of more than 30 seconds will be processed by the AI. This is to ensure that there is sufficient conversation context available for the AI to generate meaningful and accurate outputs, such as transcripts, summaries, sentiment analysis, and topic classification |
| :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. |
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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