The Activity display is the Instance history of phone calls. The rows will display: Caller, Timestamp, Duration of the call, Direction (if Inbound, Outbound, Callback or Missed), Queue, Disposition if enabled, Username, and lastly an option to download or play the recordings.
The Activity dashboard also features filters and Activity details, and when one of the Caller records is clicked, you trigger a modal window to engage in a call with the specified number.
Date Range, Keyword and number of calls Filter
This is located at the top / header of the Activity dashboard:
- Date Range filter (Figure 2. Component 1) will allow the choosing of 2 dates, displaying all the calls in-between.
- Keyword filter (Figure 2. Component 2) searches for any matchup you input in the field.
- Number of calls filter (Gif 1) will determine the number of calls that will first load in the Activity tab. By default this is initially set to 50, so when entering the Activity dashboard it will load the first 50 calls of the Instance from the most recent to the latest. If you scroll down to the bottom a “See more” button will display, if clicked it will load more calls. Below it loads 100 more because the filter was changed to 50 to 100, showing 200 calls at the top left corner.
Located at the left corner, it is used to filter and sort calls by:
- Disposition (if enabled).
If you click the label in one of the records corresponding to either Direction, Queue, Disposition or Username you also activate the filter functionality (Figure 3).
There is also Channel (SMS, Email, Voice, Chat, Callback) and Durations (Queued or Connected) filters to help you accomodate your search.
In the right corner of the dashboard there is a zoom icon that if clicked, enhances the level of details shown per record.
This will show a richer metric view through different sections (General, Agent, Queue, Attributes). You also have the option to keep track of the interactions with a customer through the Related activity tab (bottom right corner), showing any previous interaction you had with the customer.
On Activity Details you also have the option to add Notes per call by clicking the Add Note button, allowing better tracking and inquiry.