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 pre-defined parameters that can be used to identify a specific action of an agent, or as a container for the more customized activity codes. Activity codes allow you to use create and group related activities to better define the actions of your agents.
  1. Click Admin.
  2. Under Workforce Management, click Management Units. The Management Units page opens.
  3. Under Configuration, click Activity Codes.
  4. In the upper right corner, click the Management Unit drop-down list and select the desired management unit.
  5. Click Add Activity Code. The Add Activity Code page opens.
  6. In the Activity Code Name box, type a short, descriptive name for the activity code.
  7. Click the arrow at the end of the Activity Category drop-down list and select the default category to associate with the activity.
  8. 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 when creating a new activity in the schedule editor or in shift definitions, but you can change existing activity lengths as needed.
  9. If the activity counts toward paid time, click to change the Counts as Paid Time toggle to Yes.
  10. If the activity code is mapped to a Time Off activity category, to allow agents to select the activity code when requesting time off click to change the Agent Selectable toggle to Yes.
  11. If the activity counts as contiguous, or consecutive, work time, click to change the Counts as Work Time toggle to Yes.
  12. To add another activity code, click Save and Add New.
  13. To return to the Activity Codes page, click Save.