PEC-GPA/Current/Agent/GPASFLActivityHistory - Revision history

WikiSysop at 14:17, November 3, 2022

2022-11-03T14:17:11Z

WikiSysop at 19:20, July 28, 2022

2022-07-28T19:20:16Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:41Z

Matthew.west@genesys.com: Published

2021-08-19T15:03:39Z

Published

Matthew.west@genesys.com: Published

2020-12-23T14:04:19Z

Published

Matthew.west@genesys.com: Published

2020-10-29T20:49:57Z

Published

Mwest: Published

2020-09-17T18:50:35Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:26Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

Mwest: Published

2020-07-17T14:47:28Z

Published

Mwest: Published

2020-07-16T20:06:01Z

Published

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Activity history for interactions
 |anchor=ActivityHistory
-|alignment=Horizontal
+|alignment=Vertical
-|Media=Image
+|structuredtext=This section describes the Gplus Adapter features might be enabled for you by your administrator.
-Depending on how your environment is set up, when you complete a voice, chat, SMS, email, or any other media channel interaction, Gplus Adapter might search for a corresponding record in Salesforce and link the Activity Task to the Salesforce record that matches the interaction.
+Gplus Adapter automatically creates and associates Salesforce Activity Tasks to Salesforce objects based on search results or on the active Salesforce record.
-Your administrator might set up Gplus Adapter to display a notification that informs you when an Activity Task has been successfully associated with a Salesforce record. The notification confirms the association and the name and type of record associated with the Activity Task.
+When you complete a voice, chat, SMS, email, or any other media channel interaction, Gplus Adapter might search for a corresponding record in Salesforce and link the Activity Task to the Salesforce record that matches the interaction.
-Your Administrator might set up Gplus Adapter to create a Salesforce Activity Task when the {{Link-SomewhereInThisManual|topic=GPASFLScreenPops|display text=screen pop}} is displayed. If so, the logged activity is modified when you complete the interaction.
+[[File:SFLActivityHistory.png]]
 ===The activity history===
 The types of information saved in the activity history include:
@@ Line 33: / Line 40: @@
 *Subject (The type of interaction, direction, and so on, from Agent Workspace)
 *Type (type of interaction, such as Chat)
 {{NoteFormat|
 * For Chat, SMS, and Open Media interactions, the '''Call type''' field shows all chats and SMS as '''Inbound'''.
 * For SMS, the Activity task is created only for an unassigned contact in the Agent Workspace '''Communication''' tab.
 * For emails, the '''Call type''' field shows '''Inbound''' for received emails and '''Outbound''' for sent emails and replies.
-|2}}
+|2}}To view the activity history of a contact, first open the contact record from the '''Contacts''' tab, then navigate to the '''Activity''' tab. The '''Activity''' tab shows all the activities performed for the contact. If you do not see the latest activity, click '''Refresh'''.
 Clicking an activity opens the '''Task''' tab for that item where you can see the complete details of an activity.
@@ Line 46: / Line 50: @@
 Voice calls, chats, or SMS that were not established are not saved in the history. When a voice call, chat, or SMS involves multiple parties, such as consultations and conferences with internal parties, Adapter creates the Salesforce activity history only when the call with the contact's is active.
-[[File:GAPI_900_SFL_Task_Creation_Without_Contact.png|700px]]
+[[File:GAPI_900_SFL_Task_Creation_Without_Contact.png|700px]]{{NoteFormat|For Mozilla Firefox browser users, if you make a consultation call, you might not be able to enter an agent's number. This is an intermittent Salesforce known limitation. Workaround: minimize and maximize the Adapter window or click anywhere in the Salesforce window.|2}}<br />
 |Status=No
 }}{{Section

@@ Line 91: / Line 91: @@
 |anchor=Related
 |alignment=Vertical
-|structuredtext=*To learn how to use Gplus Adapter, see the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Genesys Agent Desktop help}}.
+|structuredtext=*To learn how to use Gplus Adapter, see the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Genesys Agent Workspace help}}.
 |Status=No
 }}
 }}

@@ Line 26: / Line 26: @@
 *Call Duration (in seconds)
 *Call Object Identifier (from call data, such as 0123456789ABCDEF)
-*Call Result (Disposition from Workspace Agent Desktop)
+*Call Result (Disposition from Agent Workspace)
 *Call Type (such as Inbound)
-*Comments (Text information integration from the following content: Subject field, Case data from Workspace Agent Desktop, Contact data, Notes added by an agent in Workspace Agent Desktop, and the content of a Chat, SMS, or Email interaction, if appropriate)
+*Comments (Text information integration from the following content: Subject field, Case data from Agent Workspace, Contact data, Notes added by an agent in Agent Workspace, and the content of a Chat, SMS, or Email interaction, if appropriate)
 *Due Date (time stamp)
 *Status (such as Completed)
-*Subject (The type of interaction, direction, and so on, from Workspace Agent Desktop)
+*Subject (The type of interaction, direction, and so on, from Agent Workspace)
 *Type (type of interaction, such as Chat)
 {{NoteFormat|
 * For Chat, SMS, and Open Media interactions, the '''Call type''' field shows all chats and SMS as '''Inbound'''.
-* For SMS, the Activity task is created only for an unassigned contact in the Workspace Agent Desktop '''Communication''' tab.
+* For SMS, the Activity task is created only for an unassigned contact in the Agent Workspace '''Communication''' tab.
 * For emails, the '''Call type''' field shows '''Inbound''' for received emails and '''Outbound''' for sent emails and replies.
 |2}}

@@ Line 14: / Line 14: @@
 |structuredtext=Depending on how your environment is set up, Gplus Adapter automatically creates and associates Salesforce Activity Tasks to Salesforce objects based on search results or on the active Salesforce record.
-Depending on how your environment is set up, when you complete a voice, chat, email, or any other media channel interaction, Gplus Adapter might search for a corresponding record in Salesforce and link the Activity Task to the Salesforce record that matches the interaction.
+Depending on how your environment is set up, when you complete a voice, chat, SMS, email, or any other media channel interaction, Gplus Adapter might search for a corresponding record in Salesforce and link the Activity Task to the Salesforce record that matches the interaction.
 |structuredtextwide=Your administrator might set up Gplus Adapter to associate Activity Tasks with the active record that is open in Salesforce when you complete the interaction.
@@ Line 28: / Line 28: @@
 *Call Result (Disposition from Workspace Agent Desktop)
 *Call Type (such as Inbound)
-*Comments (Text information integration from the following content: Subject field, Case data from Workspace Agent Desktop, Contact data, Notes added by an agent in Workspace Agent Desktop, and the content of a Chat or Email interaction, if appropriate)
+*Comments (Text information integration from the following content: Subject field, Case data from Workspace Agent Desktop, Contact data, Notes added by an agent in Workspace Agent Desktop, and the content of a Chat, SMS, or Email interaction, if appropriate)
 *Due Date (time stamp)
 *Status (such as Completed)
@@ Line 34: / Line 34: @@
 *Type (type of interaction, such as Chat)
-<br />
+{{NoteFormat|
-{{NoteFormat|For Chat and Open Media interactions, the '''Call type''' field shows all chats as '''Inbound'''. <br>
+* For Chat, SMS, and Open Media interactions, the '''Call type''' field shows all chats and SMS as '''Inbound'''.
-For emails, the '''Call type''' field shows '''Inbound''' for received emails and '''Outbound''' for sent emails and replies.|2}}
+* For SMS, the Activity task is created only for an unassigned contact in the Workspace Agent Desktop '''Communication''' tab.
 To view the activity history of a contact, first open the contact record from the '''Contacts''' tab, then navigate to the '''Activity''' tab. The '''Activity''' tab shows all the activities performed for the contact. If you do not see the latest activity, click '''Refresh'''.
@@ Line 42: / Line 44: @@
 Clicking an activity opens the '''Task''' tab for that item where you can see the complete details of an activity.
-Voice calls or chats that were not established are not saved in the history. When a voice call or chat involves multiple parties, such as consultations and conferences with internal parties, Adapter creates the Salesforce activity history only when the call with the contact's is active.
+Voice calls, chats, or SMS that were not established are not saved in the history. When a voice call, chat, or SMS involves multiple parties, such as consultations and conferences with internal parties, Adapter creates the Salesforce activity history only when the call with the contact's is active.
 [[File:GAPI_900_SFL_Task_Creation_Without_Contact.png|700px]]

@@ Line 16: / Line 16: @@
 Depending on how your environment is set up, when you complete a voice, chat, email, or any other media channel interaction, Gplus Adapter might search for a corresponding record in Salesforce and link the Activity Task to the Salesforce record that matches the interaction.
 |structuredtextwide=Your administrator might set up Gplus Adapter to associate Activity Tasks with the active record that is open in Salesforce when you complete the interaction.
 Your Administrator might set up Gplus Adapter to create a Salesforce Activity Task when the {{Link-SomewhereInThisManual|topic=GPASFLScreenPops|display text=screen pop}} is displayed. If so, the logged activity is modified when you complete the interaction.
@@ Line 69: / Line 71: @@
 {{NoteFormat|There might be a delay before the new contact information becomes available in the Salesforce Database and the Activity Log is correctly linked to the new contact.|1}}
 |Status=No
 }}{{Section

@@ Line 12: / Line 12: @@
 |Media=Image
 |image=SFLActivityHistory.png
-|structuredtext=When you mark a voice, chat, email, or any other media channel interaction as done ('''Mark Done'''), Adapter searches for a corresponding record in the Salesforce database and links the task to the selected record. If record is found, Adapter creates an activity log task and links it to the matching record. If no corresponding record is found, or if more than one candidate record is found, Adapter instead creates a task in the Task Pool; you can then associate the task to the correct record.
+|structuredtext=When you mark a voice, chat, email, or any other media channel interaction as done ('''Mark Done'''), Gplus Adapter searches for a corresponding record in the Salesforce database and links the task to the selected record. If record is found, Adapter creates an Activity Task and links it to the matching record. If no corresponding record is found, Adapter instead creates a Task in the Task Pool; you can then associate the task to the correct record.{{NoteFormat|If multiple Salesforce records are found, Gplus Adapter associates the Activity Task with the active Salesforce object that you open at the time you mark the interaction as Done.|}}
 |structuredtextwide=In some environments, Adapter might be set up to create an activity record when the {{Link-SomewhereInThisManual|topic=GPASFLScreenPops|anchor=top|display text=screen pop}} is displayed and modifies the logged activity when you mark the interaction '''Done'''. Activity on screen pop is created for inbound and internal calls.
@@ Line 40: / Line 40: @@
 {{NoteFormat|If you are using the Mozilla Firefox browser and making a consultation call, you might not be able to enter an agent's number occasionally. The workaround is to minimize and maximize the Adapter window or click anywhere in the Salesforce window. This is a Salesforce known limitation and it occurs intermittently.|2}}
 |Status=No
 }}{{Section

@@ Line 18: / Line 18: @@
 The types of information that are saved in the activity history include:
-* Call Duration (in seconds)
+*Call Duration (in seconds)
-* Call Object Identifier (from call data, such as 0123456789ABCDEF)
+*Call Object Identifier (from call data, such as 0123456789ABCDEF)
-* Call Result (Disposition from Workspace Agent Desktop)
+*Call Result (Disposition from Workspace Agent Desktop)
-* Call Type (such as Inbound)
+*Call Type (such as Inbound)
-* Comments (Text integrating information from the following: Subject field, Case data from Workspace Agent Desktop, Contact data, Note added by an agent in Workspace Agent Desktop, and the content of a Chat or Email interaction, if appropriate)
+*Comments (Text integrating information from the following: Subject field, Case data from Workspace Agent Desktop, Contact data, Note added by an agent in Workspace Agent Desktop, and the content of a Chat or Email interaction, if appropriate)
-* Due Date (time stamp)
+*Due Date (time stamp)
-* Status (such as Completed)
+*Status (such as Completed)
-* Subject (such as Outbound call to +1234567890)
+*Subject (The type of interaction, direction, and so on, from Workspace Agent Desktop)
-* Type (type of interaction, such as Chat)
+*Type (type of interaction, such as Chat)
 {{NoteFormat|For Chat and Open Media interactions, the '''Call type''' field shows all chats as '''Inbound'''. <br>

PEC-GPA/Current/Agent/GPASFLActivityHistory - Revision history

WikiSysop at 14:17, November 3, 2022

WikiSysop at 19:20, July 28, 2022

WikiSysop at 18:49, July 28, 2022

Matthew.west@genesys.com: Published

Matthew.west@genesys.com: Published

Matthew.west@genesys.com: Published

Mwest: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

Mwest: Published

Mwest: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"