Managing and Using Call Activities

Call Activities are much like a task checklist. They provide a list of activities to be completed, which ensures the correct process is followed, and enables tracking of call progress.

Applies to HERMES 10.6.8.14627 and later.

For earlier versions of ASM HERMES (10.6.8) please see Call Activities Explorer Option

About

Call Activities gives analysts the ability to add tasks (activities) to calls in much the same way they add tasks to Workflow requests. When a call activity is added, a ticket is created and assigned to the group or individual specified exactly the way a workflow task or call would be. It is essentially a child item of the Call that it was created against. This also enables tracking of call progress. System Administrators can create and re-use lists across multiple calls and call templates, and Analysts can use these list as and when needed.

Searching for and Viewing Call Activities

ASM has a Workload view for Call Activities. In this view, you can see all the call activities that are open, closed or both open and closed.

To get to the Call activities workload view:

1. Click the main ASM Menu

2. Scroll down and expand the View menu

3. Scroll down and click 'Call Activities"

If you do not have Call Activities as part of your View menu, you have not been granted access to view them. Please contact your ASM System Administrator for assistance or to be placed into the correct RBAC groups to see and interact with Call Activities.

To action or view a call activity from the list, click the action icon in the menu bar, or double-click the item. You can also enter the call number directly into the Global Search and access the call activities from the ticket.

You can update:

• The owning officer by picking from a drop down list of available analysts

• The description

• Actions

• Closed date (Closing the action)

You cannot change:

• Raised By

• Create Date

• Close Date

Viewing Call Activities from a Call (Ticket)

You do not need to Action the ticket, or take ownership, in order to open and access Call activities.

The Call Activities Widget shows all activities against the ticket. In the widget you can select to:

1. See the list of all Call activities based on the filters applied

   • Filter for "Show Completed" to show completed activities

   • Filter for "Show Everyones" to show all call activities against the ticket/Call

2. Select the pagination level of the results to display (5 to 40 rows per page)

1. Double-Click to open and access a call activity, to view the details

   • Change the assigned Analyst

   • Update the Action Title

   • Update the Action Description

   • Save or Complete the Action (automatically returns to the main page)

   • Go back to the main list (automatically returns to the main page)

Adding Call Activities

The Call Activities widget also allows you to add call activities to the ticket/Call.

1. Add activities from a predefined list action button and selector

1. Add ad-hoc, new activities

Completing Call Activities

To complete a call activity, all the Analyst needs to do is click "Complete". No other action is required.

Assigning/Reassigning Call Activities

1. Access the Call activity using any of the methods described above

2. Click the Assigned Analyst Box

3. Select the Analyst from the Drop-Down list of available Analysts, or start typing the name of the Analyst

1. Click Save

Deleting Call Activities

It is not possible to delete Call Activities. Call Activities that are redundant or unnecessary, will need be completed as such.