| Anchor | ||||
|---|---|---|---|---|
|
...
Mandatory Configurable
...
| Main Information | |
|---|---|
| Estimated Completion Time: How long an activity is expected to take before it is completed (measured in minutes, hours, days, weeks and months). | |
| Allowed Attributes | |
| Services | One-time services (such as the installation of a modem) are added to an activity and are billed based on their duration (the time the installation took).
|
Statuses
| Allowed Statuses (for activities of each type) Default Status on Create (such as 'Open' or 'Pending'; activity must be in a 'Pending' life cycle state) Default Status on Start Progress (such as 'Approved' or 'In Progress'; activity must be in an 'In Progress' life cycle state) Default Status on Complete (activity must be in a 'Completed' life cycle state) Default Status on Cancel (activity must be in a 'Cancelled' life cycle state) |
| Categories | The categories that can be used in activities of this type. |
Status Transitions Defines the possible progression of each activity status. The next possible status depends on the current status of the activity, the type of the activity and the authorization of the user or unit. | |
Status: A single initial status which must be included in allowed statuses Status Transitions: A list of statuses to which the user can transition from the current status and the units or users allowed to make the transition. | |
Business definitions
Activity definitions are business rules that define allowed activity types and cancellation reasons. There can only be one active definition at a time.
...
| Main Information | |
|---|---|
| The details of the customer that reported the issue. Contacts cannot be changed once the request is saved but their details can be updated. | |
| Activity Information | 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'). |
| Key Dates | 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'. |
| Services To Be Provided | |
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).
| |
| Action Panel | |
| Status & Notes | 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:
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. |
| Assignments | 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. |
| Activity Actions | 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.
View History: A link that provides additional information related to the activity.
|
...