Configure activity codes


Prerequisites

The following permissions:

  • Workforce Management > Activity Code > AddEditDelete, and View

Activity codes are subsets of activity categories, which contain the activity codes. Use activity codes wherever you use activity categories. This feature allows you to customize and better define the activities your organization uses. Use activity codes in schedule editing of future, current, and past schedules. Administrators can use activity codes to help define scheduling needs.

Note: Before you begin, make sure that you select the appropriate management unit from the list, located in the upper right corner.


Built-in categories contain a default activity code of the same name. You cannot delete a built-in category, and you can edit, but not delete, the default activity code.

Default activity code Length in minutes Counts as paid time Counts as contiguous work time
Break 15 Yes No
Meal 30 No No
Meeting 30 Yes Yes
Off Queue  60 Yes Yes
On Queue 120 Yes Yes
Time Off 120 No No
Training 30 Yes Yes
Unavailable 60 No No


An agent calls in sick

Create sick time activity codes (for example, paid sick time, unpaid sick time) in the Time Off activity category. Update the schedule with a sick time activity code to remove the agent from staffing projections and track the sick time activity for shrinkage reporting.

An agent uses FMLA

Create FMLA activity codes (for example, planned FMLA, intermittent FMLA, unpaid FMLA) in the Time Off activity category. Update the schedule with the FMLA activity code that matches the agents status to remove the agent from staffing projections and track the FMLA activity for shrinkage reporting.

A team participates in weekly meetings

Create a team-specific meeting activity code in the Meeting activity category. Update the schedule with the meeting activity code to remove those agents from staffing projections and track the activity for reporting purposes.


Use activity codes to measure and manage shrinkage. Activity code data answers questions like the following:

  • How much planned and unplanned time was tracked with activity codes as it relates to time in the published schedule?
  • How much total unplanned shrinkage occurred within a specified date range across all agents and all codes?
  • How much unplanned shrinkage occurred for a specific code within a specified date range for all agents or a specific agent?
  • How much total shrinkage (planned and unplanned) occurred within a specified date range across all agents and all codes?
Column Description
Edit Change a selected activity code.
Delete Remove the selected activity code or codes from the selected management unit.
Add Activity Code Open the Add Activity Code page and set up a new activity code.
Search filters Click the arrow at the end of corresponding columns, or use the search boxes to add text to narrow your search.
Activity Code Name Lists current activity codes in this management unit.
Category Lists the activity codes. The 8 default categories are: On Queue Work, Off Queue Work, Break, Meal, Meeting, Time Off, Training, and Unavailable.
Counts as Paid Time Displays whether the activity counts toward the agent’s paid time.
Counts as Work Time Displays whether the activity should be counted as work time. If utilized, the contiguous work time constraint ensures that agents do not work too long without getting a break or work too short between two non-work time activities. For more information, see the Optionally set up contiguous work time section in Configure the work plan’s daily shifts.
Length In Minutes The activity’s default length of time in minutes.
Is Default Displays whether the activity is the default entry in the activity category.
Customize Add or hide columns, or reset the view to default settings.

For more information about activity codes, see the tasks in the following articles.

Task Description
Add an activity code Create an activity code and define the code’s parameters.
Manage activity codes Edit an activity code’s configured parameters, or delete one or more activity codes from your organization.
Filter and sort workforce management items Depending on your view, narrow or categorize workforce management items for search purposes.