Activities – Toku

The activities page tracks and displays details of various interactions with the customer. This section is used for managing and analyzing customer interactions, tracking performance, and auditing communication records within an organization. It helps in organizing and accessing detailed information about each interaction efficiently.

Access the Activities tab via Toku Admin Portal: Admin Portal> Activities. Page screenshot is available below:

Activities Count: Displays the count of all the activities available. These activities can be accessed via pagination in the page footer.

Search Tab: Allows users to search within the Activities. By default, system allows search based on the three criteria which are Interaction ID, Phone No, and Agent Name. Page screenshot is available:

Filters: This dropdown option allows users to filter based on the factors below, page screenshot is available:

LOB: Allows users to filter the interactions based on the Line of Business (LOB).
Channel: Allows users to select activities from specific communication channels or mediums. User can see channels based on interaction channels they are subscribed to use with their customers. For e.g. Inbound Call, Outbound Call, SMS, Transfer Call etc.
Date & Time: Allows users to see Activities from specified duration. Users can pick a start period and an end period and view the activities from that timestamp.

Clear All: This button allows users to clear all the selected filters. Clear All is available only when custom filters are added for users to reset. Page screenshot is available:

Download: The download button is available to the admins to download the interaction activities into XLSX.

When an interaction has more than one activities across one or more channels, it will have an option for users to view entire communication flow by clicking . On clicking, interaction expands to show complete view.

XLSX Field Name	Definitions
ID	Unique identifier for each activity within a customer interaction.
Interaction ID	Unique identifier for the specific interaction instance.
Is Parent	Indicates if the interaction is a parent activity (Y/N).
Channel(Type)	Type of communication channel used. Different types are Call (Incoming and Outgoing triggered by the Agent portal, represented by the direction of the arrow) Third Party Call Transfer SMS Whatsapp API (If the call was triggered by CPaaS, represented by the direction of the arrow for inbound or outbound)
Call Flag	Flag indicating the nature of the call (e.g., missed call, rejected call, timeout etc.).
Origin Number	Phone number from which the call originated.
Origin Type	Type of the origin entity (e.g., phone number, agent).
Destination Number	Phone number to which the call was directed.
Destination Type	Type of the destination entity (e.g., agent, phone number, queue etc.).
Notify Status	Status of the notifications/SMS etc related to the interaction. Some sample values can be sent, delivered, failed etc.
Line of Business ID	Identifier for the line of business associated with each activity.
Line of Business Name	Name of the line of business associated with each activity.
Queue Name	Name of the queue associated with each activity.
Duration	Duration of the activity in HH:MM:SS format.
Duration Seconds	Duration of the activity in seconds.
Start Time	Timestamp when the activity/interaction started.
Answered Time	Timestamp when the activity/interaction was answered.
End Time	Timestamp when the activity/interaction ended.
Recording ID	Unique identifier for the recording of each call related activity or an interaction. There will not be any recording for activities over channels like SMS, Email etc.
Content	This field keeps the message that was sent to the customer by an agent.

Activities’ Queue 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.
LOB	Refers to the specific business unit or category relevant to the interaction. This helps in categorizing interactions based on different business lines.
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 Period	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 AM/PM.
End Period	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 AM/PM.
Action	Recording: icon will be available for users to first download the recording before they can listen. Once downloaded, icon will be changed to . Users can click on icon to play the recording of the call. Please note that for calls put on HOLD, the recording will include Music on Hold (MOH) as well. Agent will be allowed to listen to call recordings where they were directly involved. Notes : Users can view the wrap-up notes here which include Call Category, Call Type, Call Back Time, and General Notes by default. in case of channels like SMS, Notes will contain the SMS body.
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.

Legend for Activities Channel

Legend Type	Definitions
	Successful inbound call
	Successful outbound call
	Successful outbound call related to Callback Manager
	Successful outbound call related to Preview Dialer
	Missed inbound call
	Missed outbound call
	Missed outbound call related to Callback Manager
	Missed outbound call related to Preview Dialer
	Skipped call for Callback Manager & Preview Dialer
	Rejected call for Callback Manager & Preview Dialer
	Countdown time’s up for Callback Manager & Preview Dialer
	All transfer call that related to Agent, LOB and Queue transfer
	The call was on Hold at MM:SS for caller or customer.
	The Icon is at the front of the user to identify it as Supervisor.
	The Icon is at the front of the user to identify it as Agent.

Activities’ Queue Fields

Legend for Activities Channel

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