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• 5.2

Activities

The Activities tab stores the selected contact's records for all types of conversations (i.e., voice calls, emails, chats, SMS/text messages, Messenger interactions, etc.) that have been handled by your contact center. Activities are searchable, enabling you to access specific information quickly, even while handling an active interaction. Built-in contacts show records of all interactions and cases, if any, for the selected contact.

The Activities tab is accessed from contact details.


Activities tab is accessible from contact details


Using Activities

The Activity tab displays all activity history for a person. This includes voice calls, call transcripts, speech-to-text transcripts, chat interactions, chat transcripts, email messages, Messenger interactions, Messenger transcripts, SMS/text messages, notes from agents, and so forth.


Activities are shown for the selected contact


On the left side of the screen, the Activities form displays information such as the type of interaction (using icons for phone, chat, and email), the time of the interaction, the agent who handled the interaction, disposition, and subjects/notes.

On the right side of the screen, you will see the records of all activities/interactions in order by date, with the newest at the top of the list.

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