Siebel Call Center User Guide > Activities >

Assigning an Activity to a Team Member

When creating a new activity, it may be necessary to assign it to another team member who handles specific requests or types of tasks. When the activity is assigned it appears in the assigned user's My Activities list.

NOTE:  When the Category field for an activity is set to certain specific values, any existing entries are automatically cleared from the Owner and Employee fields, in order to let Assignment Manager select the best available resources for the activity. The Category and Employee fields are not visible by default in the Service Requests Activities view, but both are visible in the Activities screen when the show more button has been clicked for the Activities form or More Info form. The specific Category values that clear the Owner and Employee fields are Diagnostic, Field Engineer Activity, Other, Preventive Maintenance, and Repair Activity.

The following procedure describes how to assign an activity manually.

To assign or reassign an activity

  1. Navigate to the Service screen, and from the Show drop-down list, select All Service Requests.
  2. In the Service Requests list, select the service request associated with the activity you want to assign.
  3. Click the Activities view tab.
  4. In the Activities list, select the activity you want the representative to be reassigned or assigned to, or create a new one, as described in To add activities to a service request.
  5. In the Type field, click the hyperlink to display the Activities Attachments view.
  6. In the Activities form, click the show more button.
  7. In the Employees field, click the select button.
  8. In the Employees dialog box, select the record of an employee who is already listed, or add another employee to the list by completing the following substeps:
    1. In the Employees dialog box, click New.
    2. In the Add Employees dialog box, select the employee you want to associate with the activity, and then click OK to return to the Employees dialog box.
  9. Select the Primary field for the employee you want to assign the activity to, and then click OK.

    10. In the main window, both the Employees field and the Owner field display the new value.

    NOTE:  The Owner value can also be entered or selected directly in the Owner field. If you use either of these methods, any previously assigned Owner is deleted from both the Owner and Employee fields, and the new Owner is automatically added to the Employee field as Primary.


 Siebel Call Center User Guide 
 Published: 18 April 2003