User Guide

About Activities 55
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 an activity is either Current or Completed. As long as the issue is unresolved, the activity remains
in the current state. When the issue is resolved, the activity state is updated to 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. For more about working with tasks, refer to
“Tasks” on page 71.
2. Email: Email activities are created for each electronic mail communication from or to a customer. For more
about working with email activities, refer to “Emails” on page 76.
3. Chat: A chat activity is created for each real time interaction with a customer using the chat channel. For
more about working with email activities, refer to “Chats” on page 85.
4. Callback: A callback activity is created each time a chat interaction is initiated from a callback entry point,
and the system successfully places a call to the customer.
5. Delayed callback: A delayed callback activity is created each time a chat interaction is initiated from a
delayed callback entry point, and the system successfully places a call to the customer.
6. Blended collaboration: A blended collaboration activity is created each time a chat interaction is initiated
from a blended collaboration entry point, and the system successfully initiates a chat interaction and a voice
call.
For more information about chat, callback, delayed callback and blended collaboration, refer to “Chats” on
page 85.
Working with Activities
All activities, irrespective of type, have certain common elements, and common methods of working with these
elements. Such information is presented in this chapter. Functionality that is specific to a particular type of
activity is discussed in the chapter dedicated to that activity type. For example, information about replying to
emails is presented in the Emails chapter.
The majority of your work with activities that is not related to replying to emails, or interacting with a customer
through another channel, is performed in the inbox list pane or the Information pane.
From the inbox, you can
 Pull activities. See “Picking and Pulling Activities” on page 56.
 Pin activities. See “Pinning Activities” on page 58.
 Transfer activities. See “Transferring Activities” on page 58.
 Change the status of activities.