Blended

Work activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. associated with responding to customer requests using different types of media, at different levels of immediacy.

This activity is assigned with all types of media (Social Post, Face-to-Face, Phone Outbound, Callback, Fax, Email, Chat, Voice-Over-IP, Phone).

The employee assigned this activity only uses the skills assigned to them with media matching the activity assigned to them for the specified time range.

Break

Shift event intended to be used for breaks.

This activity can be renamed or deleted.

CKA

Closed Key Activity used during a time when ACDs required employees to close the key when leaving for activities, such as break, lunch, or meeting.

Coaching Application that provides a method of directing, instructing and training a person or group of people, with the aim of achieving a set goal or developing specific skills.

Activity used by default by the Coaching module when creating Coaching sessions.

The Coaching activity cannot be deleted or renamed, but can be used as a Calendar event outside the Coaching module.

Deferred

Work activity associated with resolving customer requests not immediately, but in a more delayed fashion.

This activity is assigned with Email and Fax media.

The media assigned to this activity have a Service Level Agreement (SLA) that is often longer than the shift Work period in WFM that has a definite length..

General Absence

Placeholder time-off event, intended to be used by schedulers when the specific type of absence activity that needs to be used is unknown.

Generic Non-Work Activity

Activity used with the Adherence module to designate non-working activities.

Generic Work Activity

Activity used with the Adherence module to designate working activities.

Idle

Activity intended to be used with Time Collector Mapping to map to the Idle reason code (if reported).

Immediate

Work activity associated with responding to customer requests shortly after they are received.

This activity is assigned with Phone and Chat (if applicable) media.

Learning

Activity used by the eLearning Product that provides hard and soft skills training, applicable for the entire employee life cycle (before, during, and after the hiring process), and includes training assessment and design tools. module to schedule calendar events for Learning Assignments.

This activity cannot be renamed or deleted.

Learning Break

Activity used by the eLearning module to schedule a break in a Learning activity. Learning Break is used as a tracking mechanism by the eLearning module.

This activity cannot be renamed or deleted, and it is not scheduled. Learning Break is used automatically by the system, so you do not need to map it in Time Collector or Adherence Mapping.

Learning End

Activity used by the eLearning module to schedule the end of a Learning activity. Learning End is used as a tracking mechanism by the eLearning module.

This activity cannot be renamed or deleted, and it is not scheduled. Learning End is used automatically by the system, so you do not need to map it in Time Collector or Adherence Mapping.

No Activity

Activity used as an internal classification used to indicate the time interval between shifts. No Activity indicates that not being logged in is an acceptable and adherent state for the employee. This activity is needed for contact The entire communication experience for a customer, from beginning to end. centers where employees log off for certain activities (for example, Break or Meetings). It can also be used for time-off events where employees do not log on (for example, for Vacation and Sick activities).

None

Activity used by Operations when scheduling in a queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. hopping environment. This activity indicates that the employee is scheduled to work on an activity not tied to a work queue.

Outbound

Activity used for outbound scheduling Optional licensed feature in WFM that involves making calls using a predictive dialer, or manually dialing a list of customers or prospects..

Records Merge Activity

Activity used to retain continuity in Adherence where employees log off, rather than use AUX or Not Ready.

For example, employees log off for Break. You can map Records Merge Activity to Break in Adherence Mapping. The software then merges the adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities. record for the time period they are logged out. To encourage appropriate AUX / Not Ready behavior, if the employee uses AUX or Not Ready to log off, do not map Records Merge Activity to Break.

Shift / Overtime Gap

Default activity used by the Forecasting and Scheduling module to place unscheduled, unpaid time between typical shifts and overtime shifts for employees.

This activity is automatically added when overtime is added from the Calendar, and when requested from Time Off Manager.

Sick

Time off event intended to be used for Sick or UPTO (Unplanned Paid Time Off). This activity can be renamed or deleted.

Unknown Activity

Activity for which an employee was logged in, but a predefined amount of time has passed, and no further information about the employee has been received.

This activity is for clients who have active feeds into the Adherence module, rather than files deposited at intervals to be picked up. This activity informs the client that the feed is either down, or it has not been reported for a specified time period. Within the employee record, it can be replaced with what the employee was actually doing during that time period.