LeadDesk automatically tracks every agent's activities.
Time spent on passive and active calling state are tracked automatically.
An agent can set a new activity for him/herself from the "Away" page.
hard-coded activities (cannot be changed)
- Break
- Training
- Other billable
- Passive - Agent has stopped calling
- Active calling - Agent is actively calling
- Receiving calls - Agent is receiving calls
- Email handling - Agent is handling emails
- Automatic activities
- Agent > History tab
- An agent will stay in the same state (s)he was before opening the tab.
If the last activity was Active calling or Receiving calls, then the new activity is set to Passive. - Agent > Orders tab
- An agent will stay in the same state (s)he was before opening the tab.
If the last activity was Active calling or Receiving calls, then the new activity is set to Passive. - Agent > Away
- Agent will stay in the state he was before opening the tab.
If the last activity was Active calling or Receiving calls, then the new activity is set to Passive. - From the away tab, an agent can change into a new activity from the drop-down menu.
- Agent > Calls
- Agent will be set to Passive state when opening the tab.
Different statuses apply when in the Calls tab as shown below.
- 1. Progressive mode
- Activity is set to Active calling when robot is started
- Activity is set to Passive when robot is stopped
- 2. Semi-progressive mode
- Activity is set to Active calling when calling is started
- Activity is set to Passive when call dialog is closed or call is not answered
- 3. Calling list mode
- Activity is set to Active calling when calling is started
- Activity is set to Passive when call dialog is closed or call is not answered
- 4. B2B mode
- Activity is set to Active calling when calling is started
- Activity is set to Passive when call dialog is closed or call is not answered
- 5. Manual mode
- Activity is set to Active calling when calling is started
- Activity is set to Passive when call dialog is closed or call is not answered
- 6. Callbacks mode
- Activity is set to Active calling when calling is started
- Activity is set to Passive when call dialog is closed or call is not answered
- 7. Receive calls
- Activity is set to Receiving calls whenever tab is open
- Activity is set to Passive when leaving the tab
- 8. Normal in-call
- Activity is set to Receiving calls when Incall is coming (dialog appears)
- Activity is set to Passive when call dialog is closed or call is not answered
An admin can make new Activities which an agent can select from on the Away tab from the General Settings (1) Activity Management (2). You can set "billable" or "payable" when you create (3) the new activity or afterwards by using the edit button.
Activities can be monitored daily from the Overview tab or via different reports.
Please note that billable and payable don't show in all reports.
