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Communication Activity Fields (Oracle Contact On Demand)

When you click Edit from the Call, Voicemail, or Email Detail pages, the Activity Edit page opens with the information extracted from the Wrap Up form for the activity.

NOTE: Company administrators can customize your application in a variety of ways, such as changing names for record types, fields, and options in drop-down lists. Therefore, the information that you see on screen might differ from the standard information described in this table. Not all fields in the application are editable. If your company administrator customizes the Activity record type so that additional fields are displayed as required, then this customization prevents Oracle CRM On Demand creating Activity records for new interactions.

The following table provides additional information regarding some fields.

NOTE: All times are shown in number of seconds.

Field

Description

Key Activity Information

Owner

See Owner in Wrapping Up Communication Activities.

Subject

See Subject in Wrapping Up Communication Activities.

Priority

See Priority in Wrapping Up Communication Activities.

Origin

See Origin in Wrapping Up Communication Activities.

Destination

See Destination in Wrapping Up Communication Activities.

Status

See Status in Wrapping Up Communication Activities.

Type

See Type in Wrapping Up Communication Activities.

Activity Subtype

See Activity Subtype in Wrapping Up Communication Activities.

Resolution Code

See Resolution Code in Wrapping Up Communication Activities.

Key Statistics

Queue Hold Time

Time in seconds that the interaction is in the queue before it is assigned to an agent.

Start Time

Time, date and timestamp the communication is assigned to the agent.

End Time

Time, date and timestamp that the communication is wrapped up.

Total Hold Time

Time in seconds that the caller is selecting options from the menu prompts combined with queue hold time.

Assigned Queue

Name of group that the interaction is routed to.

IVR Time

Time in seconds the customer is selecting options from the menu prompts. For emails, this shows 0.

Interaction Time

Time in seconds between start time and end time.

Wrap Up Time

Time in seconds the agent spends in wrap up (with the Wrap Up form open).

Handle Time

Sum of interaction time and wrap up time.

Queue Hold Time

Time in seconds that the caller is on hold after entering IVR information.

Related Items

See Related Items in Wrapping Up Communication Activities.

Additional Information

Modified By

See Modified By in Wrapping Up Communication Activities.

Description

See Description in Wrapping Up Communication Activities.


Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.