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| If you link an interaction to a Lead record, and, during the interaction, you convert the Lead to a Contact, ContactWorld automatically relates the associated task to the newly created Contact record. If you create an Opportunity while converting the Lead, ContactWorld relates the task to the Opportunity as well. |
A task record includes the following information:
| Field | Description |
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| Assigned To | The last agent that dealt with the call. |
| Status | The status of the call is always Completed. |
| Call Type | Inbound or outbound. |
| ContactWorld Number | The number that the customer dialed. |
| Service Name | The name of the service associated with the dialed number. |
| Customer Number | The caller's telephone number. |
| ACD | The applet that routed the call to the agent. |
| CW Call Start Time | The start time of the call. |
| CW Call End Time | The end time of the call. |
| Call Duration | The duration of the call. |
| Note |
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In previous versions of ContactWorld in Salesforce, the Due Date field in the task record was populated with the date of the call. In the current version, the field is not populated. If you want to populate the field as in previous versions, you must create a task trigger. For information about creating a task trigger, see Creating a task trigger to populate Due Date field on task records. |
The task record also contains information that the agent or agents add during the call. For information on adding information to tasks, see Adding notes during a call. Multiple interaction events—such as the initial delivery of the call to the agent, and the transfer of the call to another agent—that occurred during the call are logged along with any information that the agent added during those events. The events and information added in the notes field appear in the Call Notes section.
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