Activities¶

Go to Listings → Activities to see every activity in your contact centre, across all channels, in one list. Use it when you want to answer "who worked on what, and how long did it take" — for example to find all of today's activities of one agent, check the work done in a queue, run AI Topics or AI QA on a set of activities, or export them for a report. For one channel's conversations with their recordings or transcripts, open that channel's interaction listing instead (see Activity Details below).

You only see activities from the queues and users your rights make visible to you — their Queues and Users tabs — and only if your access includes the Activities listing. If something is missing, ask your administrator.

Interactions and Activities¶

An interaction is the customer's conversation itself — a call, an e-mail thread or a chat. One interaction can contain several activities, e.g. when a call is transferred to another agent.

An activity is an agent's work on the interaction — this can start before the interaction is created, run during it, or continue after it has ended.

Here is a simple example of an incoming call where the agent fills in a form after the call ends.

Timeline of an incoming call showing the interaction, the agent activity and the talk time from tA to tD

Legend: Interaction | Activity | Talk time

tA: the incoming interaction (call) enters the queue.
tB: the agent accepts the interaction; the agent activity and the processing are created at the same time.
tC: the interaction is ended by the agent or customer; the interaction and processing end.
tD: the activity is completed by the agent after they fill in and save the form.

For more examples and an in-depth description, see Theoretical background for using Daktela V6.

Activity List¶

When you open Activities, the Time filter will be set to Today by default. Select a preset or set a custom range to change it.

Filter by User and Queue (and their groups), Contact and activity Type. Check the Crossed out eye symbol to include deactivated users and queues. Use the Advanced filter above the Search button for more options. Click Search to apply.

To sort by a column, click its title. Click again to reverse the order.

Click Export to download your activities in .xlsx or .csv format. See Bulk Operations for detailed export instructions.

Click the AI button (to the left of Anonymize) to run AI Topics or AI QA on all currently filtered activities. Activities from queues that do not have the feature enabled are skipped automatically.

In the Actions column, click:

to open the Activity details.
to open the QA Review.
to add the activity to a ticket.
to open the ticket the activity is part of.

See Column Name Overview for a description of individual columns in the list and export file.

Activity Details¶

Click the Eye button in the Actions column to open the activity details.

Warning

The activity details will open the Interaction the activity is part of (except comments – see below).

Tip

If you need to send a link of the activity details to someone, you can use this format – http://yourcompany.daktela.com/listing/activities/?activityDetail= followed by your activity's Unique name. You can find the Unique name in the activity details in the Activity tab. When someone opens the link, the activity details will open straight away.

Details according to activity type:

Comments Comment activity details display the user who created the ticket it is in and when, the user that is currently working on the ticket, the ticket number and the text of the comment.

QA Reviews¶

Click the QA reviews icon in the Actions column to rate how well an agent handled the activity. To set up QA forms, decide what to review and read the results, see How Quality Works; the full list of reviews is in QA Reviews.

Column Name Overview¶

A description of column names in the activity list and export file.

Title	Description
Time	The date and time of the interaction/activity.
Queue	The queue used for the interaction/activity.
User	The agent who handled the interaction/activity.
Title	The activity's title – contact name, phone number or email subject.
Contact	The contact associated with the interaction/activity. If empty, pair the interaction with a contact using the + button.
Answered	Whether the interaction was answered or not.
Statuses	The statuses the agent selected when working with the activity.
Duration	The duration of the interaction/activity.
Priority	The priority this activity had.
CSAT	The CSAT survey linked to the activity.
Ticket	The name of the ticket the activity is part of.
Important	Whether or not the activity is marked as important.
Action (in export file)	The state of the activity.
Type	The type of the activity.
CSAT survey	The CSAT survey used with the activity.
Campaign record	The campaign record the activity is part of.
Description	The description of the activity, if entered by the agent, or comment text.
Wait time	The time the interaction spent in the queue.
Open time	The time the agent opened the activity.
Close time	The time the agent closed the activity.
Duration	The duration of the activity.
Focus time	The time agents spend with the activity tab in focus. Example: When an agent is working on two chats at the same time, switching from one to the other, Focus time in chat 1 is stopped every time the agent clicks chat 2 and vice versa.
Focus disruptions	How many times the agent's work on this activity was interrupted by another activity or opening another module.
Before activity work	How long the agent spent looking at the customer's details before starting the interaction.
After activity work	How long the agent spent finalising the form after the interaction.
Ringing time	How long the activity rang at an agent before being answered.
Created by	The user that created the activity.

Next Steps¶

To see trends rather than single conversations — volumes, service level, handling times — see How Reporting Works.
To review how well conversations were handled, see How Quality Works.
To export or anonymise many activities at once, see Bulk Operations.