Activity details

When creating or editing an 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., define or update data about the activity.

Activity Details

Field	Description
Owner Organization	Defines the organization to which the activity is assigned.
Name	Defines the name of the activity.
Description	Optional: Describes the activity.
Activity Type	Specifies the type of activity, and includes predefined and created activity types Groups of similar activities not covered by the predefined activity types in Workforce Management (WFM).. Activity Types are used to help organize activities in the application, and to group time off activities to allow time off allotments to be set for a group or individual time off activities. They are also used to aggregate data in the Time Record Export Adapter.
Paid	Indicates whether the activity is paid. If an activity is marked as paid, any time an employee logs into this activity, the resulting time entry is also marked as paid. A manager can override the paid / unpaid status of any time entry on the Day Details page. For reporting purposes, when creating or editing a shift event Time period in WFM when employees are scheduled for specific activities, other than the main shift activity. Shift events can either be productive or unproductive, and can be associated with activities such as Phone, Email, Break and Lunch. on the Calendar, the setting of the Paid field for the shift Work period in WFM that has a definite length. event overrides this Paid setting (for the activity).
Color	Defines the color representing the activity, which displays on schedules and on time records in Adherence.
Activity Code	Defines the code representing the activity, which displays on schedules and on time records in Adherence.
Time Off	Indicates whether this activity can be used for time-off events.
Media	Indicates the media to which the activity is mapped. Select from the Available Media list. Examples: Phone, Voice-Over-IP, Chat, Email, Fax, Callback, and Social Post. NOTE: Core activities, which are activities used in events that contribute to the Staffing, FTE Differential, and Service statistics (such as Service Level, ASA, Dials, and Backlog), must be mapped to a media. Non-core activities, which do not contribute to the Staffing, FTE Differential, and Service statistics, can optionally be mapped to a media.
Work Queue Hopping	Indicates whether this activity can be used for queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. hopping.
Work Queues	If Work Queue Hopping is selected, select from the Available Work Queues list.

Scheduling Usage

Field	Description
Use in Shift (Primary Activity)	Indicates whether the activity can be used in a shift. The activity can be a core or non-core activity, depending on the business case. Examples of core activities include Immediate, Blended, Email and Phone Outbound. Examples of non-core activities include Research, Audits, and Supervisory Time. NOTE: When this parameter is selected, you can specify the maximum number of employees who can be doing this activity at the same time by setting the Resource Constraint parameter.
Use in Shift Event	Indicates whether the activity can be used in a shift event. If Use in Shift (Primary Activity) is selected, the system automatically selects this field. Shift events can be defined as working or non-working shift events: Working shift event: Shift event linked to a core activity. Examples include scheduling a core activity, such as Email, on top of the Shift (Primary Activity), Phone. Non-working shift event: Shift event linked to a non-core activity, which represents time when the employee is not expected to be working on a customer-facing activity. Examples include Break or Lunch. To ensure data integrity, do not configure non-working shift events as Calendar events. This practice prevents these events from appearing on the incorrect schedule layer.
Use in Calendar Event	Indicates whether the activity can be used in a calendar event Scheduled event in WFM that is manually created on the schedule, can be a single instance or recurring event, and can have one or multiple attendees. Examples of calendar events are meetings or training sessions.. Examples include Training, Meeting, or 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..
Unavailability	Indicates whether the activity can be used in an unavailability event Scheduled event in WFM that indicates an employee is unavailable for scheduling. The scheduling engine does not schedule a shift that overlaps with an unavailability event., which is a special type of event that cannot overlap with any other type of event. Unavailability events prevent scheduling work events on top of other important, immovable events, such as childcare, learning or medical appointments. The scheduling engine can then schedule the employee at another time, outside of their unavailability.
Location	Specifies whether the activity is home or office based. You can also choose not to specify the location. If you have a large number of employees attached to a campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads., then adding an Office based activity increases the time it takes for agent’s My Schedule to populate. Therefore, we advise that if you have 1,000 or more employees attached to a campaign then you should not use this feature by setting an activity's location to Office.
Resource Constraint	Specifies the maximum number of employees who can be doing this activity at the same time. For example, part of a check processing operation requires checks to be scanned. There are only two scanning machines available. Only two employees are scheduled to perform the scanning activity at any given time. NOTE: This parameter is only relevant when the Use in Shift (Primary Activity) is selected.
Cell Group Size	Specifies a number by which the maximum number of employees doing this activity at the same time (defined by Resource Constraint) must be divisible. For example, one of the scheduled tasks in your production environment involves loading tables on pallets. It requires exactly four people to move a table onto the pallets. Set the Cell Group Size parameter to 4 to guide to schedule this activity in increments of four employees.
Can be Scheduled Within a Shift from Another Campaign	Indicates whether the activity can be scheduled within a shift from another campaign.

Request Management Usage

Field	Description
Used in Requests	Indicates whether the activity is available for selection in a time off request. If this setting is selected, then one or both of the pool deduction options must be selected.
Deduct from Daily Pool	Indicates whether the activity can be deducted from a daily pool. This setting can be selected for time off activities in either requests or scheduling calendar time off events. If the Used in Request setting is not selected, this activity is not available in a request but does deduct from the time off pool Group of employees in WFM to which time off is allocated. selected for this activity. If the Used in Request setting is selected, it affects both requests and calendar time off events. The time off pool is selected on the Time Off page. (This page is located on the User Management Module that an administrator uses to create a profile for each employee in their organization. menu, under Employees.)
Deduct from Interval Pool	Indicates whether the activity can be deducted from an interval pool. This setting can be selected for time off activities in either requests or scheduling calendar time off events. If the Used in Request setting is not selected, this activity is not available in a request but does deduct from the time off pool selected for this activity. If the Used in Request setting is selected, it affects both requests and calendar time off events. The time off pool is selected on the Time Off page. (This page is located on the User Management menu, under Employees.) Interval pool hours are allotted for specific time ranges during a day; therefore, requests for activities using interval pool hours require a published schedule or a reference schedule to determine the timeframe for available hours.
Display Multiple VTO Options	Indicates whether the following VTO options are displayed on the Create New Request form when this activity is selected as the Time Off Type: Full Day: Requests the entire shift. Partial Day: Requests a specific start time and length of time. Late Start: Requests to come in as late as possible to start the shift. Early Off: Requests to leave as early as possible to end the shift. Anytime Off: Requests not to work at any time during the shift. Users can select any combination of these options for the selected day. However, only one option can be approved. This option is available when: The Name field has a value Activity Type is Absence Activities The following checkboxes are selected: Activity Details > Time Off Request Management Usage > Used in Requests Request Management Usage > Deduct from Interval Pool Note: When selected, a subset of the Time Off Validation rules is processed for the VTO options.
Flex Time	Indicates whether the activity can be used for flex time requests.
Applies to Required Pay Period Hours	Indicates whether this activity is deducted from the Required Pay Period Hours balance, which is set in User Management, Employees, Work Rules. This option is available when: The Name field has a value Activity Type is Absence Activities The following check boxes are selected: From Activity Details, select Time Off From Request Management Usage, select Used in Requests
Time Off With Accrual	Indicates if the time-off activity has been specified as having an allotted number of hours per week or per month for the owner organization.
Schedule of Accrual	Determines the frequency that hours are accrued for the activity (Daily, Weekly, Biweekly, Semimonthly, Monthly, Yearly). The monthly accrual day, the weekly accrual day of the week, and the biweekly accrual start date are specified on the Request Management Settings page, Time Off Accrual section.
Accrual Policy	Affects the calculation of accrued time-off hours until the next accrual schedule. The policy can be set for an activity type or individual activity. Possible values are: Allot all hours on start date: All time-off hours are allotted to the employee immediately. This option is the default when you create an activity or activity type. Allot prorated hours on start date: The number of time-off hours allotted to the employee is based on the remaining months in the accrual schedule (from the employee start date). Earn all hours on next accrual schedule: No time-off hours are allotted to the employee on the start date. The employee accrues these hours at the start of the next accrual schedule. Earn prorated hours on next accrual schedule: No time-off hours are allotted to the employee on the start date. The employee accrues time-off hours based on the number of months they have worked at the start of the next accrual schedule.
Show in employee's Time Off Summary	When this option is selected, information about the time off type (activity) is included in the time off summary information available to employees. This option is selected by default when both the Used in Requests and Time Off with Accrual options are selected. Time off summary information is available to employees on both the My Request page and the My Schedule Summary page (from My Home).
Shows in manager's Time Summary	When this option is selected, information about the time off type (activity) is included in the time off summary information available to managers. This option is selected by default when the Time Off option is selected. Time off summary information is available to managers on the Time Summary page (from Tracking).
Extension Settings
Allow Extensions	Specifies whether an employee can request to work during this nonwork activity either through a request for an extension or a shift swap. Options: No (default): Prevents employees from requesting to work during this nonwork activity. Yes, treat as an adjustable break: Allows employees to request work and shorten their breaks such as long lunch breaks that can be legally reduced. (Used in both Flex Time requests and Shift Requests & Change requests.) Yes, treat as a shift gap: Flex Time requests and Shift and Change requests: Like system gaps, allows employees to request work in a custom gap activity and shorten a break that is used to split a shift. Shift Swap requests: Like system gaps, allows employees to request work in a custom gap activity. Employees can: Pick up a full or partial shift in a shift gap. Swap a full or partial shift that has a shift gap. The entire shift gap must be swapped. Note: System gaps do not require this configuration. Under Scheduling Usage, the following settings are required for these options to be available: Use in Shift (Primary Activity) must be clear. Use in Shift Event must be selected. Used in Calendar Event must be clear. Request Management settings: To complete the required configuration for these activities, any associated Request Management Settings must be turned on. Validation rules: For each request type, a validation rule can set a limit on the minimum duration of this activity after an extension during the activity. Auto processing can be set up for approving or denying requests based on the validation rule. Auto breaking: Works differently for each option: Adjustable break - The auto breaking rule is selected based on the shift start and end time including the break duration. Shift gap - The gap splits the shift. An auto breaking rule is selected for the first shift and for the second shift. Based on the shift duration, the rule may differ. To learn about how auto breaking works, see Auto Breaking.
Request Optimization
When the day contains multiple shift assignments	Specifies which working shift events associated with the activity are optimized, and which shift events are not optimized (remain as is) when a shift assignment that contains gaps (custom or system) splits the shift into segments: Do not optimize the activity (default): The activity associated with shift events stays in the same place, and is not moved by the shift optimization process. Optimize the activity in the first shift: The activity is removed from all shift segments. If the shift template used to optimize the shift contains the activity, the system places the activity back in the first shift segment. Optimize the activity in the last shift: The activity is removed from all shift segments. If the shift template used to optimize the shift contains the activity, the system places the activity back in the last shift segment. Optimize the activity in the first and last shift: The activity is removed from all shift segments. If the shift template used to optimize the shift contains the activity, the system places the activity back in the first and last shift segments. Always optimize: The activity is removed from all shift segments. If the shift template used to optimize the shift contains the activity, the system places the activity back in all segments of the shift. NOTE: The system only optimizes working shift event activities that are not used in calendar or unavailability events. Working shift events are linked to core activities, which are activities used in events that contribute to the Staffing, FTE Differential, and Service statistics. Non-working shift events are linked to non-core activities, which represent time when the employee is not expected to be working on customer-facing activities (such as breaks or lunches).
The term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. multiple shift assignments refers to multiple segments of one shift. Segments of a shift are created by system or custom gaps, or time-off events, within the same shift.

Activity Manager Usage

Field	Description
Adherence Tolerance Minutes	Specifies the number of minutes an employee can be out of adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities. in the scheduled activity before an exception is created. For example, the Phone activity is assigned a tolerance of 5 minutes. An employee is scheduled to log on to the Phone activity at 9:00 a.m. They log on at 9:05 a.m. Therefore, they were not adhering for 5 minutes and the tolerance is 5 minutes, so no adherence exception is displayed. However, if the employee logged on at 9:10 a.m., the full 10 minutes from 9:00 a.m. to 9:10 a.m. would show up as an exception. This Out of adherence exception displays on the Adherence page. The exception creates an Out of adherence alert for that scheduled activity (if an applicable alert rule has been defined and enabled).
Maximum Time in Activity	Indicates the maximum amount of time an employee can remain in the recorded actual activity before a Too long in activity exception is created. The Too long in activity exception displays on the Quickview page. The values include: Unlimited: An employee can remain in the recorded actual activity for an unlimited amount of time. (No Too long in activity exception is created.) Minutes: An employee can remain in the recorded actual activity for the maximum number of minutes specified by this field. If this time is exceeded, a Too long in activity exception is created.
Who is in State	Specifies the state that the activity represents for the Who Is In display (In or Out).

Field

Description

Adherence Tolerance Minutes

Specifies the number of minutes an employee can be out of adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities. in the scheduled activity before an exception is created.

For example, the Phone activity is assigned a tolerance of 5 minutes. An employee is scheduled to log on to the Phone activity at 9:00 a.m. They log on at 9:05 a.m. Therefore, they were not adhering for 5 minutes and the tolerance is 5 minutes, so no adherence exception is displayed. However, if the employee logged on at 9:10 a.m., the full 10 minutes from 9:00 a.m. to 9:10 a.m. would show up as an exception.

This Out of adherence exception displays on the Adherence page. The exception creates an Out of adherence alert for that scheduled activity (if an applicable alert rule has been defined and enabled).

Maximum Time in Activity

Indicates the maximum amount of time an employee can remain in the recorded actual activity before a Too long in activity exception is created. The Too long in activity exception displays on the Quickview page.

The values include:

Unlimited: An employee can remain in the recorded actual activity for an unlimited amount of time. (No Too long in activity exception is created.)
Minutes: An employee can remain in the recorded actual activity for the maximum number of minutes specified by this field. If this time is exceeded, a Too long in activity exception is created.

Who is in State

Specifies the state that the activity represents for the Who Is In display (In or Out).

Scorecards Usage

Field	Description
Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. Source Measure	Specifies the source measure in Scorecards to which the activity is mapped. This field is only displayed if you are licensed for Scorecards. A source measure reflects a type of measurement used to evaluate the performance of a person or organization. To make analyzing activity data more practical and meaningful for Scorecards, activities are mapped to a smaller group of source measures.

Field

Description

Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. Source Measure

Specifies the source measure in Scorecards to which the activity is mapped. This field is only displayed if you are licensed for Scorecards.

A source measure reflects a type of measurement used to evaluate the performance of a person or organization. To make analyzing activity data more practical and meaningful for Scorecards, activities are mapped to a smaller group of source measures.