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Activity History

Important
This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Activity History.


Activity history entries are created by Gplus Adapter in Salesforce at the end of a call, chat, email, open media interaction, or an outbound campaign call. You can control which types of interactions are saved to a Salesforce activity history entry in Agent Setup by selecting the following settings:

  • Voice Activity Log for call types
  • Chat Activity Log for chat types
  • Open Media Activity Log for open media (workitem) types
  • Activity Log on Screen Pop to create activity on screen pop or mark done
  • Salesforce Activity Log Status for the custom task status to be applied

Gplus Adapter also enables you to configure the subject of the activity history record with custom templates.

Task and activity creation in Salesforce when agent handles an interaction

Adapter creates activity logs in Salesforce for every interaction handled by an agent. When the agent marks an interaction as Done, Adapter searches for a corresponding contact in Salesforce and creates a task/activity for the interaction and associates it with the Salesforce object. Agents can update a Salesforce activity log Comment field only after marking Done. Any changes before marking Done are overwritten by Adapter. You must ensure that all the fields in the attached data exist in Salesforce. If one or more fields do not exist in Salesforce, an error will occur when Adapter tries to update the activity.

The rule that Adapter uses to select the correct record for activity log creation is the same as for screen pop record. The ANI phone value is used as the search main criterion. Additionally, if the call data contains a key name that is prefixed with cti_ or other optionally defined prefix, it includes those key values in the search request using OR logic.

If there is more than one possible Salesforce object to which the interaction can be associated, or if there are no Salesforce objects to which the interaction can be associated, the task is created in the Task Pool. The agent can then associate the task to the correct object.

Agents sometimes handle calls or other interactions without having a Salesforce data object open, for example when they are on the Homepage. In this scenario, Adapter uses the same search record rule as described above, linking the selected record to a created task or not, depending on uniqueness of the search result.

Important
In Agent Desktop, if the Mark Done button does not disappear after an agent clicks it to close an interaction and activity recording fails, the likely cause is pre-processing options or an Adapter option is misconfigured with invalid regular expression value.

If you select the Activity Log on Screen Pop setting, Adapter creates the activity in Salesforce when the screen pop is displayed, and modifies logged activity when interaction is marked Done. Activity on screen pop is created for inbound and internal calls. Any changes in Comments field before marking Done are overwritten by Adapter.

Activity History fields

By default, Adapter updates certain Salesforce activity fields when it saves an activity history entry. Take a look at those fields and its corresponding Adapter field in the Salesforce activity fields table.

You can also create custom activity fields to store additional values as part of activity creation. See Customizing Activity Fields for more details.

Salesforce Activity Field Genesys
Assigned To Agent accepting Call
Created By Agent accepting Call followed by timestamp.
Last Modified By Agent accepting Call followed by timestamp.
Subject Text (including the type of call, such as inbound, outbound to #Phonenumber). You can also define the subject by referring Configuring Subject fields.
Email Content Text from the Email Body field for inbound and outbound replies. Stored as part of Comments block in Salesforce.
Due Date Current Date
Related To Record currently in context when an agent clicks Mark Done
Comments Text with information from the Subject, Case Data (the full set that comes from Adapter), and Note (note data added by the agent) fields.
Status Values are preset in the Salesforce configuration
Priority Values are preset in the Salesforce configuration
Call Duration Duration in seconds
Call Object Identifier Interaction Id
Call Type Type of call, such as inbound, outbound, or internal

Customizing activity fields

Gplus Adapter also allows you to create your own custom activity fields, and populate those fields with data specific to your organization. For example, you can create custom activity fields that can populate call, chat, or email related data in your Salesforce reports.

The first step is to create a custom activity field in Salesforce as described in the Salesforce documentation.

Custom Status

Prerequisite: Create custom values for the Status selection drop-down list in Salesforce. Refer to Add Custom Task Types and Customize Tasks in the Salesforce Help.

Next, you can define an activity log custom status to by applied by Gplus Adapter when an interaction is ending, such as Completed, Answered, and others that fit your business needs by specifying custom statuses as values of the Salesforce Activity Log Status option.

Configuring Subject field

You can configure what Adapter saves for the Subject field in the Salesforce activity by using custom templates with the Templates Salesforce <interaction type> Subject option, where, <interaction type> is either Inbound-Voice, Outbound-Voice, Transfer-Voice, Chat, or Email.

The value is a string that contains any text, along with templating variables wrapped in the reserved "{" and "}" characters.

You can use as many instances of this option as you need to handle multiple interactions types. For example, your configuration could include options for each of the supported interaction types:

  • Templates Salesforce Inbound-Voice Subject
  • Templates Salesforce Outbound-Voice Subject
  • Templates Salesforce Transfer-Voice Subject
  • Templates Salesforce Chat Subject
  • Templates Salesforce Email Subject

Gplus Adapter supports only the following templating variables:

Variable Description
interaction.ani The number that originated the call. This variable identifies the caller for inbound calls and is best used in inbound templates.
interaction.callType The type of call (inbound/outbound).
interaction.caseId The unique ID of the related case.
interaction.contact The first and last name of contact.
interaction.dnis The last call dialed (useful for call transfer). This variable identifies the outbound location for outbound calls and is best used in outbound templates.
interaction.endDate The date and time when interaction ended.
interaction.isConsultation This is true if the interaction is a consultation.
interaction.startDate The date and time when the interaction started.
userData.<key> This can be any UserData key available for the interaction. You might also find some of the following UserData keys useful (they're included by default by Workspace Web Edition on transfers):
  • userData.GCS_TransferringAgentName — The name of the transferring agent.
  • userData.GCS_TransferringDate — The date and time of transfer.
  • userData.GCS_TransferringEmployeeId — The ID of the transferring employee.
  • userData.GCS_TransferringReason — The reason for the transfer. This is an empty string if no reason exists.
contact.EmailAddresses A list of email addresses associated with the contact.
contact.PhoneNumbers A list of phone numbers associated with the contact.

For example, you might want the activity for all inbound voice calls to have details about the customer's name and phone number. In this case, here's how you would configure the option:

Templates Salesforce Inbound-voice Subject = Customer: {interaction.contact}, Phone Number: {interaction.ani}

If a call comes in from Willard Clinton at 123-456-7890, when the call ends Adapter creates the related activity in Salesforce with following subject field: Customer: Willard Clinton, Phone Number: 123-456-7890

Another common use case might be to include information from UserData for all inbound calls. This could come from your own UserData keys or from UserData provided by Workspace Web Edition (see the table above). For example, you want the activity history's subject to include information from your own UserData key, PurposeOfCall, and the contact's name. Here's how you should configure the option:

Templates Salesforce Inbound-voice Subject = Call from {interaction.contact} about {userData.PurposeOfCall}

In this scenario, if Willard Clinton calls into the contact center and chooses the Technical Support option in the IVR, that information is saved in the PurposeOfCall UserData key. When the call ends, Adapter creates the related activity in Salesforce with the following subject field: Call from Willard Clinton about Technical Support

Storing email content in Activity History

The body of an email can be stored as a text version in the Email Content field in the Comments block of an Activity History in Salesforce. You can turn on or off this feature by using the Email Include in Activity Description option.

Open Media Activity History

Open Media items are documents (for example, faxes or PDFs) that might be directed to agents for handling while they are working on interactions of another type, such as email. For the Open Media interactions, the activity type is updated as inbound in the Subject and the Call Type fields of an Activity History. Other fields are updated as explained in the Salesforce activity fields table.

Use the Open Media Activity Log option in Agent Setup to specify whether activity histories are created in Salesforce for Inbound open media workitems.

Interaction History in Genesys Universal Contact Server (UCS)

Agents can view and manage their previous interactions with a Genesys UCS contact from the Agent Desktop My History tab.

This page was last edited on July 13, 2020, at 13:50.

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