Activities

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The app displays a list of historical data regarding calls (incoming and outgoing calls, including missed, abandoned, and transferred calls), SMS (incoming and outgoing), and Email (incoming and outgoing). 

Below, you can read our guide to learn more about:

 

Accessing Activities

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Enter the Talkdesk CX Cloud and click on the "Activities" [1] icon on the left menu’s app listing. 

 

Viewing Activities Log Information

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When entering the app, the top left corner of the screen will display the total number of activities [2] you have listed, above the actual list of results.

The screen’s information is divided into the following fields:

  • “Activity” [3] - The type of activity (e.g., Inbound or Outbound calls)
  • “Agent” [4] - The name of the agent that handled the call.
  • “When” [5] - The date and time of the activity (e.g., when it was picked up by the agent or when it reached the contact center).
  • "Ring groups" [6] -  Indicates the ring groups associated with the call (only applicable to calls). If a ring group is not displayed, it's because it was directly assigned to another agent.
  • "Duration" [7] - The length in minutes and seconds (when applicable).

Note: The date and time of the activity in the “When” column respect the timezone defined in the Preferences section. The date and time displayed to inform about the last Activities update respect the timezone defined in the user’s device.

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All activities from an interaction are shown on this main screen, providing complete information to agents regarding the details of the contact with customers.

For calls, this includes, for example, if the call was transferred to another agent, thus giving full context to customer interactions.    

For SMS it shows every time the SMS is transferred back to the queue to be handled later by another agent. 

 

Notes

  • Regarding Abandoned Calls: Activities only lists abandoned calls that entered a queue before being abandoned (this is, that could have reached an agent) as opposed to Contact Activity which displays all abandoned calls.
  • Regarding Voicemails: These are not listed in Activities. When a call rings to an agent, is not answered by the agent and goes to voicemail, only a missed call activity is being represented. To consult voicemails, at the moment, please go to the Voicemails App.

 

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Each listing result features the quick action “Click-to-Call” [8] which starts calling the number immediately on Conversations. When applicable, the quick action “Evaluate”[9] may also be available. 

Note: to know more about initiating an Evaluation through the quick action “Evaluate”, please refer to this page.

 

Additional Resources

 

 

Using the Filters

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Using filters is an effective way to refine your search results. To open the Filters menu, press the Filters [1] icon on the far right of the screen, which will open a right-side panel with the following dropdown options:

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  • "Activity type" [2] - The type of Call you want to search.
  • "Contact" [3] - Search for one specific contact.
  • "Agent" [4] - Search by the agent that handled the call.
  • "When" [5] - Ability to filter by date/time when the call was handled.
  • "Ring groups" [6] - You can choose one or more ring groups in this filter.

After making your choices, you will need to press one of the choices at the bottom:

  • Apply [7] - The filters will only take effect once you click this button.
  • Clear [8] - Click to reset all filters chosen.

Screen_Shot_2022-03-31_at_6.11.25_PM.pngBy applying the filters, you will be directed back to the main Activities page, where you will be able to see a blue badge filter indicator [9], over the "Filters" icon. This badge indicates how many filters are currently applied in your search.

The “Active Filters” bar [10] is now displayed as well, beneath the number of total Activities they have matched. This bar displays which filters are currently applied. You can remove each filter individually, by clicking the “X” icon [11] next to each name.

The Clear all [12] button at the far right of the bar will remove all filters from the search you have submitted.

 

Additional Resources

 

 

Accessing the Calls Snapshot Tab

To find more details on the activity of each call, you can access the Snapshot Tab. By clicking on each activity’s specific row, a panel will open with the “Activity Details”. Here you can find more information regarding:

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  • "Activity type": The type of call.
  • "Contact"Click-to-Call is also actionable in this menu, by pressing the contact’s phone number or the “Telephone” icon.
  • "Via": The number that received the call.
  • "Agent": The agent in your organization that handled the call.
  • "Ring groups": Which are associated with a specific activity.
  • "When": The date and time of the call.
  • "Duration": How long the call was, in minutes and seconds (when applicable).
  • "Unique Interaction ID Number": You can click the “Clipboard”* button to copy the interaction ID. Data from the clipboard can be pasted/copied into a document or program using the "Paste" command.
  • "Call Recording Player" [1]: When available, you can click this player to listen to the recording of the call. The player is located at the bottom of the screen and features the following options:
    • “Play”.
    • “Volume”.
    • “Rewind 30 Seconds”.
    • “Fast Forward 30 Seconds”.
    • “Speed Rate”.
    • Download (This option allows you to download an Mp3 file with the call’s audio).

 Downloading Call Recordings

Talkdesk allows recording of inbound and outbound calls.

We store these files on our secure infrastructure and provide access via a modal, presented across our platform in various ways.
Users need to be authenticated and have the right permission to play a call recording in Talkdesk and be able to download it (assigned via “Admin” > “Roles & Permissions” > “Permissions” > “Calls” > “Listen to recording and Download recording”). If logged out, agents are required to log in prior to being able to play the recording.

The “Download” option is available in “Activity Details”.

Should you wish to extract URLs in bulk instead, you will need to export call data as a .csv file (admin permissions required).

Using the exported file you will see a column for the recording URL and can access the URL using whatever method you choose.

 

Additional Resources

 

 

 

 

Accessing the Digital Conversation Tab

To find more details on the activity of each digital, you can access the Conversation Tab. Here you can find more information regarding the sections below. 

 

SMS Conversation

Access and view the entire SMS exchange, encompassing sent and received messages, within a dedicated conversation tab of the SMS activity. This consolidated view streamlines message history exploration, offering a clear understanding of the SMS communication flow.

 

Email Conversation

Access and view the complete conversation history of an email thread, including all replies, directly within the dedicated conversation tab of the email activity. This eliminates the need to navigate through individual emails and provides a centralized location for comprehensive message context.

 

Managing Notes

In every Contacts account, you can add or edit notes, allowing you to save any relevant information within a contact's profile.

To create a note for a contact, locate a contact and click the Create a note button.

Once the note is created, you can view or edit the note in the contact activity.

 

Refreshing Contact Activities

When viewing a contact’s Activity tab, if incoming activities are synced from Salesforce or other CRM (Customer Relationship Management) integrations, the tab will display a “New update available” notification.

Click the Refresh button to retrieve the latest activities of the contact.

 

Editing Contact Details

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While still in the Snapshot tab, two Quick Action buttons are visible within the “Contact” field. One of which is the “Click-to-Call” [1] option, which allows you to immediately call this number by pressing the icon.

The other Quick Action icon is the “Edit” Contact” button [2]. Clicking it will open a new side panel where you can change and/or eliminate relevant information from that contact’s profile. 

The following fields are available:

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  • “Name” (this field comes pre-filled with the number used for the call. Delete it and write the contact’s name information).
  • “Number(s)” (you can also add more numbers to this contact by clicking on the Add another number [3] button).
  • "Emails(s)" (you can also add more emails to this contact by clicking on the Add another email [4] button).
  • “Fax number(s)” (you can also add more fax numbers to this contact by clicking on the Add another fax number [5] button).
  • "Job title".
  • "Company".
  • "Industry".
  • "Website".
  • "Address".

After completing the information, you can save it by clicking the Save [6] button. You may also click on Cancel [7] to return to the Activities list without saving the added information.

 

Note: There is no option to delete a contact from this menu. To do so, please use the Contacts app. Read our Contacts guide here.

 

Additional Resources

 

Important Notes:

  • Dispositions and wrap-up notes are not displayed, they are only available in the contact’s activity within the Contacts app
  • The “Friendly name” associated with a given number is not displayed.
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