Add an activity code

Customized activity codes help define the activities your organization uses and act as a representation of scheduled activities. Use activity codes wherever you use activity categories.

1. Click Admin.
2. Under Workforce Management, click Activity Codes. The Activity Codes page opens.
3. Click Menu > Workforce Management > Workforce Management Configuration > Activity Codes.
4. In the upper right corner, click the Business Unit list and select the appropriate management unit.
5. Click Add. The Add Activity Code page opens.
6. In the Activity Code section, do the following:
   1. In the Name box, type a short, descriptive name for the activity code.
      Note: The Category field displays the category as provided in the description.  
   2. In the Category field, select the category against which the activity code has to be created.
   3. The Default button on the upper right corner of this section indicates whether this activity is default.
7. In the Work Handling Settings section, select the planning group to configure work handling settings that you want to use for block scheduling. This field is available for selection only when you set the Category field to On Queue.
   Note: When the planning group setting is set to Any, this activity code in an agent’s shift applies to all agents’ planning groups. This is the default value. When the planning group setting is set to Specific Group, this activity code in an agent’s shift applies only to that selected planning group.
8. In the Adherence Settings section, the Primary Status field is automatically set based on the category that you choose for the activity code. You can map a secondary status to an activity code by selecting it from the dropdown list.
   Note: You can link a secondary status to multiple activity codes provided the codes belong to the same category. Each activity code can have only one secondary status.
9. In the Time Settings section, do the following:
   1. To specify a default length of time for the activity, in the Length area use the up and down arrows to set the number of hours and minutes allotted for the activity.
      Note: Workforce management uses this information to create an activity in the schedule editor or in shift definitions. You can change existing activity lengths, especially the minutes field in increments of one or five depending on the settings created in the Scheduling Granularity field in the Scheduling tab of the Business Unit page. For more information on how to view and modify this setting, see Add a business unit.
   2. If the activity counts toward paid time, click to change Counts as Paid Time to Yes.
   3. If the activity counts as interruptible, click to change Is Interruptible toggle to Yes. 
      Note: The system enables this toggle by default for On Queue activity codes only. Only those activity codes that are enabled under this category are checked for available slots in the New Coaching Appointment screen. For more information on scheduling a new coaching appointment, see Schedule a coaching appointment.
   4. If the activity counts as contiguous, or consecutive, work time, click to change the Counts as Work Time toggle to Yes. 
   5. If there is a shrinkage activity involved, then enable the Shrinkage Activity field. 
      • If it is a planned activity, select Planned.
      • If it is an unplanned activity, select Unplanned.
10. To add another activity code, click Save and Add New.
11. To return to the Activity Codes page, click Save.