Throughout their working day, LeadDesk tracks and records agents’ activities. This information can be monitored by admins, to ensure that agents continue to work effectively.
Each agent’s activity will change regularly throughout the day, either because of automatic updates, or when the agent marks themselves as away. The agent needs to remain in a status for a full minute before it is recorded in the agent’s activity log. This prevents the log becoming unmanageable with potentially dozens of switches between taking and waiting for calls.
Because the activity log ignores activities of less than a minute, it is not the best place to calculate performance statistics like average handling times, which might require accuracy to the second. For that type of information, use reports, or access the data through the replication database service. This information is accurate to the second.
Agent selected activities
When an agent marks themselves as Away, they can select a specific reason from a dropdown list. This list contains four default options: Passive, Break, Other billable and Training.
Admins can add additional options to this list and delete or change some of them. See this article for more information.
Automatic activities
The activities recorded for an agent will depend on whether they are working in the Outbound interface or Omni.
Outbound
The agent has:
| … logged in but is not making calls or waiting for inbound calls yet. | Passive |
| … started progressive calling. | Active calling |
| … ended a call in progressive calling. | Active calling |
| … started preview calling, but not currently calling. | Passive |
| … started preview calling, and currently on a call. | Active calling |
| … started a call from other tab, for example Contact List or Callbacks. | Active calling |
| … started a manual call. | Active calling |
| … started inbound calls. | Receiving calls |
| … ended a call, not in progressive calling mode. | Passive |
| … received an inbound call from call blending* | Receiving calls |
| … navigated to the Away page. | Passive |
| … selected a status in the Away page. | (As selected) |
* Call blending offers inbound calls to agents who are currently working outbound. When the call ends the agent returns to Active calling or Passive depending on their outbound calling mode.
Omni
The agent has:
| … logged in, but not started inbound calls yet. | Passive |
| … begun inbound and is waiting for calls. | Waiting inbound contact |
| … begun inbound but is on History or Outbound page. | Receiving calls |
| … navigated to the Away page. | Passive |
| … selected a status in the Away page. | (As selected) |
Specific activities also show for agents dealing with a contact. Their activity will show the following if they are:
| … answering an inbound call. | Inbound call handling |
| ... handling an email as an active selected case. | Inbound case email |
| ... handling a webchat as an active selected case. | Inbound case webchat |
| ... handling a Facebook conversation as an active selected case. | Inbound case facebook |
| ... handling an SMS as an active selected case. | Inbound case sms |
| ... handling a LeadLink as an active selected case. | Inbound case leadlink |
| … a contact card open but is unclear which channel type is being used. | Serving a customer |
Where to see agents’ activities
Admins
In the Overview page of the admin account, there are two places to see their agents’ current activity:
- The Agents subpage shows a list of all agents who have logged in today, or are currently logged in. The Status column shows the current activity for each agent.
- The Activity log subpage shows the last activity for each agent. From here you can see an agent’s activity history. See this article for more information.
Agents
The status reported in the agent interface will not always have the same wording as in the Admin interface.
Agents can see their activity on their Away page. Agents in the Omni interface will also see their status on the Inbound page.
Agents using the Omni interface will see the reason they chose for their absence, as well as the current status of other logged in agents.
Agents using the Outbound interface will see the list of their activities for the day.