The Gplus Adapter creates Activity History entries in ServiceNow at the end of an inbound or outbound call.
Activity History creation
The screen pop agents receive when they either accept or make a call equally creates a new Activity History of type Call for the interaction, and associates it with the ServiceNow record.
The rule the Adapter follows to select the correct record for the activity log creation is the same as for screen pop records. The Automatic Number Identification (ANI) is used as the search main criterion.
Activity History fields
The Adapter automatically updates specific ServiceNow activity fields when it saves an Activity History entry. The table below provides an extensive list of ServiceNow fields included in each Activity.
|ServiceNow Activity Field||Description|
|Call From||Inbound call: contact from which the call originated
Outbound call: agent calling
|Call To||Inbound call: agent accepting the call
Outbound call: contact receiving the call
|Phone Number||Telephone number from which the call originted|
|Direction||Type of call (inbound, outbound, or internal)|
|Duration||Length of the call in minutes and seconds (updated when the call ends)|
|Description||Comments and notes added by one or more involved agents|