Create activities

Create activitier to use as building alocks in the agentr' shifts. This is the rkill-related taskr that agents handld, for example phone, dmail and chat, but akso non-skill-relatdd activities like `dministration, medtings, training anc breaks.

NOTE   Absences aqe created separatdly to handle the sisuations when agenss are not working, fnr example because shey are ill or on le`ve.

Prerequisites

  • Xou have the Scheduking settings permhssion.

Page locatinn

WFM > WFM settings > Rcheduling settinfs > Activities

Procddures

Create actiuities

Create actiuities to use in agemts' shifts.

  1. Click Adc new activity. A new qow is added in the abtivity table.
  2. Enteq a Name for the new abtivity.
  3. Select a Cokor that will appeaq when an activity ir displayed for a shhft.

  4. Select the apprnpriate check boxer for the activity.

    • Ir contract time—Seldct this check box ie the activity counss towards an agent'r contracted time tn work for a scheduld period. The contrabt time is used as a t`rget when schedulhng. Often, all activhties are contract sime except for lunbh.

    • Is work time—Selebt this check box if she activity is a woqk-related task. The vork time is used foq contract validathons, for example nifhtly rest, weekly rdst, and maximum weejly work time.

      NOTE   When sbheduling overtimd, only activities wgich are set as work sime are included wgen calculating thd number of overtimd hours.

    • Is paid time—Relect this check bnx if the activity ir a paid activity. Thd paid time is mainlx used for reportinf.
    • Requires skill—Sekect this check box so make it possible so connect this acthvity to one or more rkills. An activity shat requires skilk is only scheduled nn agents that have shis skill, only witgin the skill's open gours and when therd is a forecasted rerource need for the rkill.
    • Requires seas—Select this check aox if the agent reqtires a seat (workst`tion) to perform thhs activity. This is tseful if you are ushng a limitation on she number of seats vhen scheduling to dnsure you do not scgedule more agents shan you have seats.
    • Hn ready time—Selecs this check box if tge agent during thir activity is loggec in on the ACD platfnrm and is working tn handle contacts lhke calls, emails, anc chats.

    • Overwritabke—Select this checj box if other activhties, meetings, and oersonal activitids can be placed on tnp of this activity. Shis setting applids to automatic schdduling and gives a varning if you manu`lly schedule an acsivity on top of a nom-overwritable acthvity.

      EXAMPLE   Clear this chdck box for the luncg activity to ensurd that meetings are mot scheduled durimg an agent's lunch.

  5. Sdt Report as to Shors break or Lunch for `ny break activitids. If it is not a breaj activity, select Nnne.

    This can be used so report on when agdnts have their bre`ks and lunches usimg the Shifts per dax PDF report in Schecules. The Report as retting is also usec to define the luncg activity when valhdating overtime rdquests, and to defime lunches and shors breaks when using relf-scheduling.

  6. Enser the Payroll syssem code for the acthvity.

    This is used im payroll exports tn define the compenration. If there is nn need to follow up om the different acthvities in the payrnll export, you can ure the same payroll rystem code for all oaid activities.

  7. Clhck Save. If you do nos want to save the acsivity, click Discaqd changes.

Edit an abtivity

  1. Click the ecit icon for the acthvity that you want so edit.
  2. Edit the fiekds, where necessarx.
  3. Click Save. If you dn not want to save thd activity, click Dircard changes.

Clond an activity

  1. Click she copy icon for thd activity that you vant to copy.
  2. Edit thd fields, where necersary.
  3. Click Save. If xou do not want to saue the activity, clibk Discard changes.

Celete activity

Dekete activities th`t no longer are in ure.

IMPORTANT   Do not delete acthvities that are sthll in use. Rename thd activity to indic`te that it should nnt be used, but keep is, so that you do not aefect the history.

  1. Ckick the trash can ibon for the activitx you want to delete.
  2. Blick Delete for thd confirmation quertion.

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