Create an activity

Create 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., which is the basic building block of WFM. Activities specify the scheduled work and the actual work done by employees.

Core activities and Non-core activities

Core activities are used in events that contribute to the Staffing, FTE Differential, and Service Statistics (such as Service Level, ASA, Dial and Backlog). These activities represent time when the employee is working on a customer-facing activity. These activities must be mapped to at least one media (including Phone, Voice-Over-IP, Chat, Email, Fax, Callback, and Social Post).

Examples of these activities include Immediate, Blended, Email and Phone Outbound.

Non-core activities do not contribute to the Staffing, FTE Differential, and Service Statistics (such as Service Level, ASA, Dial and Backlog). These activities represent time when the employee is not working on a customer-facing activity. These activities can be optionally mapped to a media (including Phone, Voice-Over-IP, Chat, Email, Fax, Callback, and Social Post).

Examples of these activities include Research, Audits, Supervisory Time, Lunch, and Break.

Shift and shift Work period in WFM that has a definite length. events based on core and non-core activities

Both core and non-core activities can be used for a shift, depending on the business case. For example, a shift can be based on the core activity, Phone, where the employee is working on customer phone calls. A shift can also be based on the non-core activity, Research, where the employee works on special projects or customer resolution cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously..

Both core and non-core activities can also be used for shift events, depending on the type of 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.:

• 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. Examples include Break or Lunch.

Before you begin 

• Create an activity type

• Determine whether you need to create a new activity - see Predefined activities

Procedure 

1. Go to Work Administration. Under Activities, select Activities.

2. From the left pane, select the organization for which you want to create a new activity.

3. Select Create Activity.

4. On the Activity Details screen, complete the fields and select Save.

What to do next 

Select to map activities to alternate activities

Related topics 

Activity details

Edit an activity

Copy an activity

Delete an activity