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Activities in Sidebar

The sidebar on the left of your screen has three buttons above the main menu that collect activities you haven't finished yet: Waiting activities (customers still waiting in a queue), Missed activities (customers nobody answered) and Pending activities (work you postponed or emails you scheduled). Each button shows a badge with the number of items, so you can see at a glance whether anything needs your attention.

Info

Activities you have already accepted are handled elsewhere: a live call you have moved away from follows you in the floating call widget, and conversations with unread messages that you are not currently looking at are listed in the floating Chat Notifications panel.

Waiting Activity

Waiting activities are any incoming activities that have not yet been answered and are waiting in a queue.

Answer a Waiting Activity

When there is an incoming activity waiting in one of your queues, the Waiting activities button in the sidebar shows a badge. Click the button to open the list of the waiting activities. You can open the contact or account in the CRM module by clicking the contact or account name in the notification detail. Click Accept to answer the activity.

See the specific type of activity for more details:

Missed Activities

When an incoming activity such as a call or chat is not answered, it will be shown under Missed activities.

Open Your Missed Activities

The Missed activities button in the sidebar turns red if there are any missed activities. The button displays their number. Hover over the button to open a list of the types of missed activities and their total number. Click Missed to open a list of all missed activities. If you only want to see a specific type of activity, click it and the list will open with only that activity filtered.

Info

Activities are only marked as missed if the customer has not spoken/chatted to an agent. A missed activity automatically disappears if:

  • the customer tries again and this time an agent answers.
  • an agent contacts the customer back.

Missed Activity List

An overview of your missed activities. Click a column title to sort your missed activities by the column.

Missed activities list with numbered filter, CRM, priority, call back, delete and detail controls

  1. Filter by activity type.
  2. Open the Contact or Account in the CRM module.
  3. Click to sort the missed activities by priority.
  4. Call the customer back. Use the adjacent dropdown icon to select a different number (if available).
  5. Delete the missed activity (if your profile allows it). A deleted missed activity disappears for everyone working that queue.
  6. Open activity details.

Warning

Some unanswered activities may not be displayed under Missed activities β€” this depends on how your queues are set up. You may be able to see a complete list of all activities in Listings β†’ Activities.

Tip

If the caller has left you a voicemail message, you can access it by dialling in to your voicemail.

Pending Activities

Pending activities are the emails and message conversations you have postponed to finish later, and the outbound emails you have scheduled for future delivery. Calls and web chats can't be postponed, so they never appear here.

Open Your Pending Activities

The Pending activities button in the sidebar turns bold when you have any pending items. The button displays the combined count of postponed activities and scheduled emails. Hover over the button to open a list of the types of pending items and their total number. Click Pending to open a list of all pending items. If you only want to see a specific type of activity, click it and the list will open with only that type filtered.

Pending Activity List

An overview of your pending items. Click a column title to sort the list by that column.

Pending activities list with postponed activities and scheduled emails

Use the quick filter at the top of the list to show All, Postponed, or Scheduled items. This filter works alongside the channel filter.

The Type column indicates whether each item is a Postponed activity or a Scheduled email.

Available actions for postponed activities:

  1. Filter by activity type.
  2. Open the Contact or Account in the CRM module.
  3. Edit the postponed activity.
  4. Open activity details.
  5. Delete the postponed activity. Unsent emails will be deleted. Any chats or SMSs you have sent before postponing will not be deleted.

Available actions for scheduled emails:

  1. Send now β€” sends the email immediately without waiting for the scheduled time.
  2. Edit β€” opens the full email editor so you can modify the content before it is sent.
  3. Edit send time β€” opens a lightweight time picker to change only the scheduled date and time.
  4. Delete β€” cancels the scheduled send and removes the email.

For administrators

Whether agents can answer waiting activities that weren't offered to them (Call pickup), see missed activities (See missed) and delete them (Can delete missed activities) is set in their profile. Whether a queue records missed activities at all is the queue setting Missed activities β€” see Inbound call queue settings.

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