Type: Determines the attributes available for activities (and their default values) and the automation of agent-customer communications.

Performed For: The unique ID of the entity (subscription, job, service request or lead) for which the activity takes place.

Category: A label that describes the purpose of the activity (e.g., 'Technical Issue' or 'Installation'). 

The dates and time frames that are relevant to the request:

Start Date: Date/time on which the activity was first saved.

Estimated Completion Time: The difference between the start date and expected completion date. How long until the activity is completed.

Time to Completion: Time left up to the expected completion date, calculated dynamically and updated based on the current and expected completion date.

Expected Completion Date:  Date/time calculated as the difference between the start and expected completion date (editable).

Time Overdue: The time past the expected completion date, calculated dynamically based on the expected completion and current date.

Actual Completion Date: Date/time on which the life cycle state of the activity is set to 'Completed'.

Product: One-time services provided as part of the activity (should be included in the list of 'allowed' services of the activity type).

Time spent on each service (measured in minutes, hours, days, weeks, months and years).

• Services can be defined as 'Optional' or 'Mandatory' through activity types.
• All services have a 'billing directive'.   The directive for activities performed for a job type defined as 'Billable' is always set to 'To Be Billed'.
• Services can be added automatically, subject to the configuration of the activity type.

Status: Determines the life cycle state of the activity and allows the user to progress the activity.

Life Cycle State: A read-only field that reflects the progression of steps of an activity from the time it is created until it is completed. The state is updated by the system when the status changes. The available values are:

• • Pending
  • In Progress
  • Completed
  • Cancelled

Shared Notes: Use this section to record information regarding the activity. Every time the notes are updated the time and the name of the agent is registered.

Owned by Group:  Refers to the group that is responsible for executing the activity. The group defaults to that of the currently signed in user or is automatically set based on the geographical area of the contact. Refer to Groups for more information.

The unit and/or user responsible for dealing with the activity.

The user field may be left empty and users from the defined unit will be able to accept the activity. Refer to the Accepting an activity action.

Actions: Used when further handling is required to complete an activity without having to leave the activity page. E.g., an agent can check for the coverage of a malfunctioning Roku box and plan a job for its replacement through the same page.

• Start Progress
• Cancel Activity
• Complete Activity
• Communicate Activity
• Set Privacy Level

View History: A link that provides additional information related to the activity.

• Communications: A list of the communications with the specific activity defined in the 'Referring To' field.
• Approval Requests: A list of requests associated with the activity.