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
- Viewing Activities Log Information
- Using the Filters
- Searching Digital Activities
- Deleting Recordings
- Accessing the Calls Snapshot Tab
- Accessing Digital Conversation Tab
- Editing Contact Details
Accessing Activities
Enter the Talkdesk CX Cloud and click on the "Activities" [1] icon on the left menu’s app listing.
Viewing Activities Log Information
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.
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.
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
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:
- "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.
By 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
Searching Digital Activities
The Full Text Search feature enables users to search through activities from various digital channels within the Activities app. These channels include:
- Chat
- SMS
- Digital Connect
- Facebook Messenger
Note: Full-text search is now available for SMS and Email activities created after July 12, 2024, and for activities from other digital channels created after August 27, 2024. The newly added Apple MB channel is not included and full text search for eFax channel is not supported.
On the Activities app, input at least 3 characters of the desired keyword in the search box, and press Enter on your keyboard to perform the search.
Then, the search result page will show. When you click one of the activities, the side panel displays the activity details. Click the conversation tab and you will find the search keywords highlighted in yellow color.
Notes:
- Searching is only available for roles with Search permission for Activities. For more information about defining and editing permissions, please check our article on Roles and Permissions.
- When performing a full-text search, the activity filter is unavailable, and vice versa.
Deleting Recordings
Permissions
To be able to delete recordings, users need to have the right permissions configured for their role. By default, the Administrator role has this permission enabled, all other roles need to be configured.
In order to configure permissions, go to Admin > Roles and Permissions and select the role you wish to configure. Under the Permissions tab, all the permission configurations will be visible for the apps that are installed. Click the Edit button [1] on the top right corner of the screen to access the configurations.
On the Activities app section you’ll now be able to enable/disable the Delete Recording [2] setting.
Permission to delete Voicemails can also be performed, by going to the Voicemails app and setting the Delete Recording configuration, as seen on the example above.
When the previous steps are configured, users with the adequate permission will be able to delete the recordings of an interaction.
To do so, head to the Activities app, open the Calls Snapshot Tab and a Delete all [3] button will now appear next to the Download all [4] button, as seen on the following example:
When clicking on the button to delete, a confirmation message will appear (as shown below), since this is an irreversible action that will delete the audio and screen recording files associated with the interaction.
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:
- "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).
Viewing Agent-to-Agent calls
To view details on the activity of agent-to-agent calls, you can access the Snapshot Tab. By clicking on the activity’s specific row, a panel will open with the “Activity Details” for the selected agent-to-agent call.
Viewing Consultations
Consultations are displayed within Activities (as shown in the example image) with the original call and the consultation call being grouped together.
The first call [1]represents the agents initial call, while the second call [2] represents the consultation performed during the course of the initial call.
Clicking either of the two calls provides the Activity Detail including quick access to the recordings. Among the information, it is possible to see that this call involved two separate calls. Clicking the expansion arrow will reveal both recordings separately with one being the call with the original party and the other the call with the consulted party.
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” > “Activities” > “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 conversation, 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
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:
- “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.