Go to Listings → Activities to see a list of your contact centre activities.
You can only see activities of users and queues you have rights to. Go to Manage → Users → Rights → your user → Users/Queues tabs to set up which users and queues you have rights to. If you don't have access to these settings, ask you manager.
An interaction occurs when a customer is on the phone or chatting. An interaction can contain sever activities, e.g. when a call is transferred to another agent.
An activity occurs when an agent is working on the interaction – this can be before the interaction is created, during it or after it has ended.
Here is a simple example of an incoming call where the agents fills in a form after the call ends.
Legend: Interaction | Activity | Talk Time
- tA: the incoming interaction (call) enters the queue.
- tB: the agent accepts the interaction, the agent activity and the processing are created at the same time.
- tC: the interaction is ended by the agent or customer, the interaction and processing end.
- tD: the activity is completed by the agent after they fill in and save the form.
For more examples and an in-depth description, see Theoretical background for using Daktela V6.
When you open Activities, the Time filter will be set to Today by default. If you want to see a different time period, select one of the presets or set up your own.
You can also filter by User and Queue (and their groups), Contact and activity Type. Check the Crossed out eye symbol to view deactivated users and queues. Click Search to apply your filter.
You can also use the Advanced filter just above the Search button.
To sort your activities by a column, click its title. Click it again to reverse the sorting.
Click Export to open the Export dialog where you can download a table with your activities in .xlsx or .csv format. See Bulk operations for detailed export instructions.
In the Actions column, click:
- to open the Activity details
- to open QA reviews
- to merge the activity with a ticket.
- to open the ticket the activity is part of.
See Column name overview for a description of individual columns in the list and export file.
Click the Eye button in the Actions column to open the activity details.
The activity details will open the Interaction the activity is part of (except comments – see below).
Details according to activity type:
Comment activity details display the user who created the ticket it is in and when, the user that is currently working on the ticket, the ticket number and the text of the comment.
Column name overview
A description of column names in the Call list and export file.
|Time||The date and time of the interaction/activity.|
|Queue||The queue used for the interaction/activity.|
|User||The agent who handled the interaction/activity.|
|Title||The activity's title – contact name, phone number or email subject.|
|Contact||The contact associated with the interaction/activity. If empty, pair the interaction with a contact using the + button.|
|Answered||Whether the interaction was answered or not.|
|Statuses||The statuses the agent selected when working with the activity.|
|Duration||The duration of the interaction/activity.|
|Priority||The priority this activity had.|
|NPS Score||The Net Promoter Score of the activity.|
|Ticket||The name of the ticket the activity is part of.|
Whether or not the activity is marked as important.
|Action (in export file)||The state of the activity.|
|Type||The type of the activity.|
|NPS survey||The NPS survey used with the activity.|
|Campaign record||The campaign record the activity is part of.|
|Description||The description of the activity, if entered by the agent, or comment text.|
|Wait time||The time the interaction spent in the queue.|
|Open time||The time the agent opened the activity.|
|Close time||The time the agent closed the activity.|
|Before activity work||How long the agent spent looking at the customer's details before starting the interaction.|
|After activity work||How long the agent spent finalising the form after the interaction.|
|Ringing time||How long the activity rang at an agent before being answered.|
|Created by||The user that created the activity.|