Communication Activity Fields (Oracle Contact On Demand)

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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 7/6/2017	Copyright © 2005, 2017, Oracle. All rights reserved. Legal Notices.