Manage rule mappings

Rule mappings define how the system evaluates agent activities against adherence rules. Use this page to configure how each activity is classified when an agent is in a specific state. These mappings are used by real-time adherence to determine adherence status.

Each mapping determines whether an activity is treated as In Adherence, Out Adherence, Extra, Long Call, or Undefined.

Prerequisites

  • You have the Web > Adherence permission.
  • You have the Options > Manage real-time adherence permission.
  • Activities are created. See Create activities.

Page location

WFM > Adherence > Monitor organization > Configuration () > Rules tab > Rule mappings

Procedures

Modify a rule mapping

  1. Locate the activity you want to update.

  2. Identify the corresponding agent state column.

  3. Select a value from the drop-down list (In Adherence, Out Adherence, Extra, Long Call, or Undefined).

  4. Repeat the steps for other required activities or states.

  5. Click Save.

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