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About Activities

An activity is a unit of work. It may be a task, created to track an internal work item, an interaction between a customer and an agent, or, in the case of a supervisory loop, an interaction between a supervisor and an agent. Interactions can be through different channels: emails, chats, or other custom-defined types. Activities related to the same issue are grouped into a case. A case can contain activities of more than one type.

The state of the activity is either Current or Completed. As long as the issue is unresolved, the activity remains in the Current state. When an issue is resolved, the activity state is Completed.

Types of Activities

  1. Task: Tasks are created by agents and supervisors for tracking internal work, such as follow-up actions resulting from an email or chat interaction with a customer.

  2. Email: Email activities are created for each electronic mail communication from or to a customer. Some emails may also be marked as a secure message. Secure messages are a type of email activity for electronic mail communication from or to a customer that takes place solely within the application, without being routed through the mail servers. 

  3. Chat: A chat activity is created for each real time interaction with a customer using the chat channel.

  4. CallTrack: A CallTrack activity is created when a customer contacts support via phone and the agent can record details about the solution provided to the customer in the Call Log pane.

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