Add an activity code

Prerequisites

  • Workforce Management > Activity Code > Add permission

Customized activity codes help define the activities your organization uses and act as a representation of scheduled activities. Use activity codes wherever you use activity categories.

Note: Activity categories are predefined parameters that you can use to identify a specific action of an agent, or as a container for more customized activity codes. Activity codes allow you to create and group related activities to define the actions of your agents.

    1. Click Admin.
    2. Under Workforce Management, click Business Units. The Business Units page opens.
    3. Under Configuration, click Activity Codes.
    4. In the upper right corner, click the Business Unit list and select the appropriate management unit.
    5. Click Add . The Add Activity Code page opens.
    6. In the Activity Code section, do the following:
      1. In the Name box, type a short, descriptive name for the activity code.
        Note: The Category field displays the category as provided in the description.  
      2. The Default button on the upper right corner of this section indicates whether this activity is default.
    7. In the Adherence Settings section, the Statuses section fields displays the adherence details for the selected activity code.
    8. In the Time Settings section, do the following:
      1. To specify a default length of time for the activity, in the Length area use the up and down arrows to set the number of hours and minutes allotted for the activity.
        Note: The system uses this information to create an activity in the schedule editor or in shift definitions. You can change existing activity lengths.
      2. If the activity counts toward paid time, click to change Counts as Paid Time to Yes.
      3. If the activity counts as interruptible, click to change Is Interruptible toggle to Yes. 
        Note: The system enables this toggle by default for On Queue activity codes only. Only those activity codes that are enabled under this category are checked for available slots in the New Coaching Appointment screen. For more information on scheduling a new coaching appointment, see Schedule a coaching appointment.
      4. If the activity counts as contiguous, or consecutive, work time, click to change the Counts as Work Time toggle to Yes. 
      5. If there is a shrinkage activity involved, then enable the Shrinkage Activity field. 
        1. If it is a planned activity, select Planned.
        2. If it is an unplanned activity, select Unplanned.
    9. To add another activity code, click Save and Add New.
    10. To return to the Activity Codes page, click Save.