This article discusses how to add, edit, and delete activity types that can be used to record how agents spend their time.
In most cases, the agents’ activities are monitored automatically. LeadDesk will record how long the agent spends actively engaged with calls or mails, and how long the agent spends between calls.
Agents can manually set themselves as away, choosing from a list of reasons – perhaps because they are on a break, or in a training session. As an Admin, you can add or edit the activities agents can choose from.
Additionally, as an Admin, you can edit the activity history for individual agents. For more information on how to do this see this article.
Viewing the list of activities
In your Admin account, go to the General Settings page and the Activity Management subpage.
The list displays all defined activities, showing if they are billable or payable. If your list is long, you can type the name of an activity in the Search box to find it.
Adding a new activity
To create a new type of activity:
- Click the button.
- Type a Name for the activity.
- If the activity is Billable or Payable, click to tick the appropriate box.
- Click the Create button.
The activity will now be selectable by agents in their interface.
Editing an activity
In the list of activities, there are two different types of activity:
Required activities have an edit icon, but no delete icon. Even when editing, options are limited. Activities that have been added later have both options available.
To edit an activity:
- Click the edit icon for that activity.
- Make the desired changes.
- Click the Save button.
When editing the required activities, you cannot change their Name, but can change whether they are Billable or Payable.
Deleting an Activity
Not all activities can be deleted, required activities are needed by the system. If the activity can be deleted, the activity list will show a delete icon for it.
To delete an activity:
- Click the icon for that activity.
A confirmation dialog shows at the top of the screen.
- Click the OK button.