When Activity Logging has been activated within the Customer Centric Hub, all right click actions and searches are recorded in the Action history (/BTI/MDE_ACTLOG). Each individual user session in the Hub is now assigned a unqiue GUID session id, to provide the ability to group all activities logged by the individual sessions (field SESSION_ID).
A new feature has been added, for the agent to register that they are ‘Offline’, either that they are away from their desks or perhaps undertaking an activity that is outside of their normal day to day tasks. The agent could be offline to attend a meeting, to take a lunch break or coffee break or to attend a training session.
To begin an ‘Offline’ Activity the Agent needs only click the new button on the BDEx Toolbar display of either the Work Center or the Customer-centric Hub Transactions:
Upon clicking this button a pop-up is displayed to invite the Agent to choose an appropriate Offline Activity to begin from a configurable list:
Once the user selects and accepts the activity, the activity is stored against the Agent’s user id in the Action Log.
The user can then choose to end the activity by clicking on the end
The activity is displayed in the Action History when the activity has been completed.
New offline activities can be configured in the Action Header table, /BTI/MDE_C_ACT: