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=Configuring Activity History= | =Configuring Activity History= | ||
| − | Activity history entries are created by Gplus Adapter in Salesforce at the end of a call, chat, email, open media interaction, or an outbound campaign call. You can control which types of interactions are saved to a Salesforce activity history entry by | + | Activity history entries are created by Gplus Adapter in Salesforce at the end of a call, chat, email, open media interaction, or an outbound campaign call. You can control which types of interactions are saved to a Salesforce activity history entry in [[umgrCRMAdapter|Agent Setup]] by selecting the following settings: |
| − | + | * '''Voice Activity Log''' call types | |
| + | * '''Chat Activity Log''' chat types | ||
| + | * '''Open Media Activity Log''' open media (workitem) types | ||
| + | Gplus Adapter also enables you to [[umgrCRMAdapter#CustomTemplates|configure the subject]] of the activity history record with custom templates | ||
{{AnchorDiv|TaskCreation}} | {{AnchorDiv|TaskCreation}} | ||
==Task and activity creation in Salesforce when agent handles an interaction== | ==Task and activity creation in Salesforce when agent handles an interaction== | ||
| − | Adapter creates activity logs in Salesforce for every interaction handled by an agent. When the agent marks an interaction as '''Done''', Adapter searches for a corresponding contact in Salesforce and creates a task/activity for the interaction and associates it with the Salesforce object. | + | Adapter creates activity logs in Salesforce for every interaction handled by an agent. When the agent marks an interaction as '''Done''', Adapter searches for a corresponding contact in Salesforce and creates a task/activity for the interaction and associates it with the Salesforce object. Agents can update a Salesforce activity log '''Comment''' field only after marking '''Done'''. Any changes before marking '''Done''' are overwritten by Adapter. You must ensure that all the fields in the attached data exist in Salesforce. If one or more fields do not exist in Salesforce, an error will occur when Adapter tries to update the activity. |
The rule that Adapter uses to select the correct record for activity log creation is the same as for screen pop record. The ANI phone value is used as the search main criterion. Additionally, if the call data contains a key name that is prefixed with '''cti_''' or other optionally defined prefix, it includes those key values in the search request using '''OR''' logic. | The rule that Adapter uses to select the correct record for activity log creation is the same as for screen pop record. The ANI phone value is used as the search main criterion. Additionally, if the call data contains a key name that is prefixed with '''cti_''' or other optionally defined prefix, it includes those key values in the search request using '''OR''' logic. | ||
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Agents sometimes handle calls or other interactions without having a Salesforce data object open, for example when they are on the '''Homepage'''. In this scenario, Adapter uses the same search record rule as described above, linking the selected record to a created task or not, depending on uniqueness of the search result. | Agents sometimes handle calls or other interactions without having a Salesforce data object open, for example when they are on the '''Homepage'''. In this scenario, Adapter uses the same search record rule as described above, linking the selected record to a created task or not, depending on uniqueness of the search result. | ||
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| + | If you select the '''Activity Log on Screen Pop''' setting, Adapter creates the activity in Salesforce when the screen pop is displayed, and modifies logged activity when interaction is marked '''Done'''. Activity on screen pop is created for inbound and internal calls. | ||
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{{AnchorDiv|ActivityStatus}} | {{AnchorDiv|ActivityStatus}} | ||
==Configuring a custom status in activity logging== | ==Configuring a custom status in activity logging== | ||
Revision as of 20:00, January 23, 2020
Configuring Activity History
Activity history entries are created by Gplus Adapter in Salesforce at the end of a call, chat, email, open media interaction, or an outbound campaign call. You can control which types of interactions are saved to a Salesforce activity history entry in Agent Setup by selecting the following settings:
- Voice Activity Log call types
- Chat Activity Log chat types
- Open Media Activity Log open media (workitem) types
Gplus Adapter also enables you to configure the subject of the activity history record with custom templates
Task and activity creation in Salesforce when agent handles an interaction
Adapter creates activity logs in Salesforce for every interaction handled by an agent. When the agent marks an interaction as Done, Adapter searches for a corresponding contact in Salesforce and creates a task/activity for the interaction and associates it with the Salesforce object. Agents can update a Salesforce activity log Comment field only after marking Done. Any changes before marking Done are overwritten by Adapter. You must ensure that all the fields in the attached data exist in Salesforce. If one or more fields do not exist in Salesforce, an error will occur when Adapter tries to update the activity.
The rule that Adapter uses to select the correct record for activity log creation is the same as for screen pop record. The ANI phone value is used as the search main criterion. Additionally, if the call data contains a key name that is prefixed with cti_ or other optionally defined prefix, it includes those key values in the search request using OR logic.
If there is more than one possible Salesforce object to which the interaction can be associated, or if there are no Salesforce objects to which the interaction can be associated, the task is created in the Task Pool. The agent can then associate the task to the correct object.
Agents sometimes handle calls or other interactions without having a Salesforce data object open, for example when they are on the Homepage. In this scenario, Adapter uses the same search record rule as described above, linking the selected record to a created task or not, depending on uniqueness of the search result.
If you select the Activity Log on Screen Pop setting, Adapter creates the activity in Salesforce when the screen pop is displayed, and modifies logged activity when interaction is marked Done. Activity on screen pop is created for inbound and internal calls.
Configuring a custom status in activity logging
Gplus Adapter can set a custom status field value, such as Answered or In Progress, in the Salesforce Activity Log, as follows:
First, you must create custom values for the Status selection drop-down list in Salesforce. Refer to Add Custom Task Types and Customize Tasks in the Salesforce Help.
Next, you can define an activity log custom status to by applied by Gplus Adapter when an interaction is ending, such as Completed, Answered, and others that fit your business needs by specifying custom statuses as values of the Salesforce Activity Log Status option option.
The default telephony task statuses are Not Started, In Progress, Completed, Waiting on someone, and Deferred