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 setting the Voice Activity Log call types, the Chat Activity Log chat types, and the Open Media Activity Log open media (workitem) types in Agent Setup. Gplus Adapter also allows 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.

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.

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