Activity History

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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
Subject Interaction ID
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
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