Activity
Activites are a centralized location for all communication channels on the SAP C4C platform. Each activity represents a request for assistance through a given channel, for example, a call or a chat.
Creating activities
Activities are created automatically when a new work item is created and accepted by the agent on the b+s Connects for SAP C4C gadget.
Activity state
The activity state is updated automatically depending on the work item state. The following table shows all possible states.
| Work Item State | Activity State | Description |
|---|---|---|
| Ringing | - | Since the activity is created after the agent accepts the work item, it won't have any state while ringing. |
| Active | Open | - |
| Hold | Open | No additional event is sent, the activity state stays Open. |
| Wrap-Up | Open | No additional event is sent, the activity state stays Open. |
| Ended (with agent contact) | Completed | - |
| Ended (without agent contact) | - | Since the activity is created after the agent accepts the work item, it won't have any state when ended without agent contact. |
| Ended (outside of the gadget) | Completed | - |
| Redirect on no answer (RONA) | - | Since the activity is created after the agent accepts the work item, it won't have any state when redirected on no answer. |
Related activites
When calls are transferred from one agent to another, the originating agent's activity is made visible to the receiving agent, showing up in the Related items tab within their own activity.
Custom variables
Custom activity fields can be configured as shown in the Configuration guide.
All possible variables are described in the Live Activity.
Due to a SAP C4C limitation, custom activity fields that are configured within the activity field map are only updated when a work item is accepted.