Managing Activities in Bulk
Manage Activities is the manager's view of all open work: not started, scheduled, pending, awaiting an agent, failed and cancelled activities, whoever owns them. Filter down to the activities you want, then apply one action to all of them.
| Menu | Interaction Center > Management > Manage Activities |
| Permission | Manage activities (the Purge action also needs Purge activity) |
| Feature | Omnichannel Management |
Filter the activities
Expand Filters and combine any of these:
- Contact filters: contact status, Phone number with a match type, Time zones, and a Do not call date range.
- Activity filters: Attempts, Subject, Channel, Source, Interaction type, Status, Assignment status, Campaign, Urgency, Scheduled and Created date ranges, Limit, and Assigned to users.
Channel offers Phone and SMS, the channels subjects and loads can use.
Source is where the activity came from. It lists only the sources the enabled features create:
| Source | Activities it finds | Shown when |
|---|---|---|
| Manual | Manual loads and activities created by hand. | Always. |
| Automatic | Automatic loads worked by an AI profile. | Always. |
| Inbound | Inbound calls and inbound activities logged by an agent. | Always. |
| Dialer | Dialer loads, whatever the profile's mode: preview, and power or progressive when Contact Center Paced Dialing is on. | Contact Center Outbound Dialer is on. |
| Callback | Callbacks scheduled for a contact. | Contact Center Outbound Dialer is on. |
A link or saved filter that names a source the list no longer offers still shows that value, so you can see what the page is filtering on.
Choose a Page size of 10, 25, 50 or 100 to see more at once.
Apply a bulk action
- Tick the activities, or choose Apply to all N matching activities to act on every result of the filter.
- Pick an action in Select an action and fill in its fields.
- Click Execute Action.
| Action | What it does |
|---|---|
| Assign | Shares the activities out in turn among the users you pick, and resets them to not started. |
| Reschedule | Moves them to a new date (midnight, site time). |
| Purge | Marks them purged. This cannot be undone. |
| Set Instructions | Replaces the notes the agent reads first. |
| Set Urgency Level | Changes their urgency. |
| Change Subject | Moves them to another subject and applies that subject's campaign, channel and endpoint. Subject field values are cleared. |
| Clear Assignment | Removes the owner and any reservation so the work can be routed or dialed again. |
| Change Source | Sets the source to Manual or Automatic, and by default clears assignment and reservation. The dialer sources are not offered here. |
| Change Dialer Profile | Hands them to another dialer profile's mode. The activity keeps its campaign. Shown when dialer profiles exist. |
To turn assigned manual work into dialer work, use Change Dialer Profile with Clear assignment and reservation state ticked.