Add an activity to one or more agents


Use the Add Activity button to add an activity to other agents in the schedule editor.

You can choose the time frame in which to add the activity to shifts. You can also let the system recommend the most appropriate times based on coverage, and then choose from the list of times to which to add the activity.

Add an activity using a time frame recommended by PureCloud

  1. Click Admin.
  2. Under Workforce Management, click Schedules.
  3. In the upper right corner, click the Management Unit list and select the appropriate management unit.
  4. Click the Add Activity button. The Add Activity to Agents dialog box appears.
  5. To enable a list of recommended times, click Suggest Ideal Time.
  6. Click the Activity Code list and select the activity to add.
  7. Change the activity length in 5-minute increments using the Length in Minutes arrows.
  8. To count the activity as paid time, enable Counts as Paid Time. To count it as unpaid, leave the default setting to No.
  9. To select the agents to which to copy the activity, perform one of the following steps:
    • To add the activity to all agents, click Add All.
    • To copy the shift to select agents, in the Available Agents column click Add next to the appropriate agents.
    • To search for a specific agent, in the Filter Items box type a few letters of the agent’s name. Then, select it from the list.
  10. Select a recommended time to add the activity to the agents schedules.
  11. Click OK.
  12. Save, publish, or continue editing the schedule.

Manually select a time in which to add an activity

  1. Click Admin.
  2. Under Workforce Management, click Schedules.
  3. In the upper right corner, click the Management Unit list and select the appropriate management unit.
  4. Click the Add Activity button. The Add Activity to Agents dialog box appears.
  5. Leave the Suggest Ideal Time setting disabled (Off).
  6. Click the Activity Code list and select the activity to add.
  7. Change the activity length in 5-minute increments using the Length in Minutes arrows.
  8. To count the activity as paid time, enable Counts as Paid Time. To count it as unpaid, leave the default setting to No.
  9. In the Action If Insert Fails list, select one of the following options:
    • Extend or Add New Shift. For this option, when you add an activity and the agent’s shift ends before the activity occurs, the system extends the agent’s shift to accommodate the activity time frame. When you add the activity to an agent that does not have an existing schedule, the system adds the activity as a new shift.
    • Adjust Activity Length. For this option, when you add an activity and the activity is longer than the agent’s shift, the system reduces the activity to fit the shift length. If the agent’s shift ends before the activity begins, the system does not copy the activity. If the agent’s shift begins after the activity ends, the system will not copy the activity.
    • Do Not Insert. For this option, when you add an activity and the agent’s shift ends before the activity occurs or if the activity does not meet the agent’s shift length, the system does not add the activity to this agent’s schedule.
  10. To select the agents to which to copy the activity, perform one of the following steps:
    • To add the activity to all agents, click Add All.
    • To copy the shift to select agents, in the Available Agents column click Add next to the appropriate agents.
    • To search for a specific agent, in the Filter Items box type a few letters of the agent’s name. Then, select it from the list.
  11. Click OK.
  12. Save, publish, or continue editing the schedule.