Activities in Sidebar

In the sidebar, you can manage Waiting activities, Missed activities, and Postponed activities.

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 in a queue that you have rights to, you may see a waiting activity notification at the top of the Main menu.

Click the Waiting activity notification 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 activity button at the top of the Main menu 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.

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.

Filter by activity type.
Open the Contact or Account in the CRM module.
Click to sort the missed activities by priority.
Call the customer back. Use the adjacent dropdown icon to select a different number (if available).
Delete missed activity (if you have rights to do so).
Open activity details.

Some unanswered activities may not be displayed under Missed activities. This is set up by your team leader or administrator. You may be able to view a complete list of all activities.

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

Postponed activities

You can find activities that you have previously postponed here.

Open Your Postponed Activities

The Postponed activity button at the top of the Main menu turns bold you have any activities that you have postponed.

The button displays their number. Hover over the button to open a list of the types of postponed activities and their total number.

Click Postponed to open a list of all postponed activities.

If you only want to see a specific type of activity, click it and the list will open with only that activity filtered.

Postponed Activity List

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

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