At athenahealth, we have custom fields like duration and a sub-type drop-down in out Activity layout. This enables leadership to see if an Activity is related to a category of work like Performance Coaching or Issue Management and the amount of time the CSM spent on the communication.
The issue we experience is all Email Assist activities that are logged do not have this information filled in. We would like integration any customizations from our Activity layouts into Email Assist so the CSM can fill in the relevant details they would if they were creating the email for Timeline.
The current configuration causes scewed reporting results with large numbers of emails not contaning the needed details. Some diligent CSMs will go to the Timeline for each of these and enter the details after the email is sent, but this is extremely inefficient and not an expectation leadership is requiring.
New Idea
Email Assist and Activity sub-type
+12At OneStudyTeam we have even more custom fields on the Timeline Activity, and they vary by Type. When using the log to Timeline function, there is no opportunity for these fields to be updated.
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