Master Page

Viewing Activity Details

The Activity activity pane button pane provides information about the selected activity in the Inbox.

The Activity pane is disabled when a case is selected in the Inbox.

The properties displayed in the Activity pane vary based on your department's configuration and the activity you have selected. The properties displayed include:

  • From: The email address of the customer.

  • To: The email address to which the email was sent.

  • CC: Any addresses in the CC field.

  • Subject: The subject of the activity.

  • Activity ID: Displays the activity ID of the selected activity.

  • Priority: You can set the priority of the activity if you have the appropriate permission.

  • Case ID: Displays the ID of the case with which the activity is associated.

  • Assigned to: The name of the user to whom the activity is assigned.

  • Contact point: The contact point of the customer.

  • Department name: Displays the ID of the department to which the activity belongs.

  • Due on: Set the due date for the activity using the calendar.

  • Due at: Set the time when the activity is due.

  • Created On: The date and time at which the activity was created.

  • X ID: X ID that was used to created the post. This is relevant only for Social activities.

  • Facebook ID: Facebook ID that was used to create the post. This is relevant only for Social activities.

  • Sentiment: The sentiment expressed in the post, as determined by the sentiment analyzer. This is relevant only for Social activities.

The Activity activity pane button pane contains the following tabs, sections, and buttons.

Use

To

Activity Details tab

View basic information about the activity, as well as the Classifications, Notes, and Audit sections.

The tab is removed when the Activity pane is expanded and both the Activity Details and Activity Body are displayed.

Activity Body tab

View the body of the activity.

For mail activities, this tab contains the contact information, the mail body, and any attachments tied to the activity.

For chat activities, this contains the chat transcript and attachments tied to the activity. This is not displayed unless the chat has been completed.

The tab is removed when the Activity pane is expanded and both the Activity Details and Activity Body are displayed.

Save button

Save changes made to the activity details.

Classifications section

View and add classifications to the activity. Classifications added to the activity are also displayed in the Case pane.

For more information, see Classification Basics.

Notes section

View and add notes to the activity.

For more information, see About Notes.

Audit section

View the audit details about the activity.

For more information, see Viewing Audit Trail.

Print button

Print the activity body.

Note that you can view a full-screen version of the Activity pane by clicking the activity ID in the default view of the Inbox. This full-screen view can be undocked from the Advisor Desktop and placed in a separate window.

Related Topics 

  1. About Activities
  2. Creating Activities