https://all.docs.genesys.com/index.php?action=history&feed=atom&title=GASN%2FCurrent%2FAdmin%2FActivHist 2026-05-15T08:15:45Z Revision history for this page on the wiki MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=GASN/Current/Admin/ActivHist&diff=121440&oldid=prev 2022-06-06T06:30:41Z

<p></p> <table class="diff diff-contentalign-left" data-mw="interface"> <col class="diff-marker" /> <col class="diff-content" /> <col class="diff-marker" /> <col class="diff-content" /> <tr class="diff-title" lang="en"> <td colspan="2" style="background-color: #fff; color: #222; text-align: center;">← Older revision</td> <td colspan="2" style="background-color: #fff; color: #222; text-align: center;">Revision as of 06:30, June 6, 2022</td> </tr><tr><td colspan="2" class="diff-lineno" id="mw-diff-left-l45" >Line 45:</td> <td colspan="2" class="diff-lineno">Line 45:</td></tr> <tr><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>{{!}}Comments and notes added by one or more involved agents</div></td><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; 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text-decoration: none;">|Status=No</del></div></td><td colspan="2">&#160;</td></tr> <tr><td class='diff-marker'>−</td><td style="color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">}}{{Section</del></div></td><td colspan="2">&#160;</td></tr> <tr><td class='diff-marker'>−</td><td style="color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|sectionHeading=Saving interaction recording in Activity History</del></div></td><td colspan="2">&#160;</td></tr> <tr><td class='diff-marker'>−</td><td style="color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|alignment=Vertical</del></div></td><td colspan="2">&#160;</td></tr> <tr><td class='diff-marker'>−</td><td style="color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|structuredtext=The Adapter can save the recorded voice file of both inbound and outbound calls.</del></div></td><td colspan="2">&#160;</td></tr> <tr><td class='diff-marker'>−</td><td style="color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;"></del></div></td><td colspan="2">&#160;</td></tr> <tr><td class='diff-marker'>−</td><td style="color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">The content of the '''Genesys interaction''' can be checked directly from the Activity History automatically created.</del></div></td><td colspan="2">&#160;</td></tr> <tr><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|Status=No</div></td><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|Status=No</div></td></tr> <tr><td class='diff-marker'>&#160;</td><td style="background-color: #f8f9fa; color: #222; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; 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WikiSysop https://all.docs.genesys.com/index.php?title=GASN/Current/Admin/ActivHist&diff=98866&oldid=prev 2021-08-02T15:50:31Z

<p>Published</p> <p><b>New page</b></p><div>{{Article<br /> |Standalone=No<br /> |DisplayName=Activity History<br /> |TocName=Activity History<br /> |Context=The Gplus Adapter creates Activity History entries in ServiceNow at the end of an inbound or outbound call.<br /> |ComingSoon=No<br /> |Section={{Section<br /> |sectionHeading=Activity History creation<br /> |alignment=Vertical<br /> |structuredtext=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. <br /> <br /> The rule the Adapter follows to select the correct record for the activity log creation is the same as for {{Link-SomewhereInThisVersion|manual=Admin|topic=ScreenPops|display text=screen pop records}}. The '''Automatic Number Identification (ANI)''' is used as the search main criterion.<br /> |Status=No<br /> }}{{Section<br /> |sectionHeading=Activity History fields<br /> |alignment=Vertical<br /> |structuredtext=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.<br /> &lt;br /&gt;<br /> {{{!}} class=&quot;wikitable&quot;<br /> {{!}}+<br /> !ServiceNow Activity Field<br /> !Description<br /> {{!}}-<br /> {{!}}Subject<br /> {{!}}Interaction ID<br /> {{!}}-<br /> {{!}}Call From<br /> {{!}}Inbound call: contact from which the call originated<br /> Outbound call: agent calling<br /> {{!}}-<br /> {{!}}Call To<br /> {{!}}Inbound call: agent accepting the call<br /> Outbound call: contact receiving the call<br /> {{!}}-<br /> {{!}}Phone Number<br /> {{!}}Telephone number from which the call originted<br /> {{!}}-<br /> {{!}}Direction<br /> {{!}}Type of call (inbound, outbound, or internal)<br /> {{!}}-<br /> {{!}}Duration<br /> {{!}}Length of the call in minutes and seconds (updated when the call ends)<br /> {{!}}-<br /> {{!}}Description<br /> {{!}}Comments and notes added by one or more involved agents<br /> {{!}}}<br /> |Status=No<br /> }}{{Section<br /> |sectionHeading=Saving interaction recording in Activity History<br /> |alignment=Vertical<br /> |structuredtext=The Adapter can save the recorded voice file of both inbound and outbound calls.<br /> <br /> The content of the '''Genesys interaction''' can be checked directly from the Activity History automatically created.<br /> |Status=No<br /> }}<br /> }}</div>

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