Activities

Activities are work items that are tracked and managed using Workforce Management. For example, answering inbound calls, responding to email, completing after-call work, performing scheduled callbacks, and participating in chat sessions.

You must configure activities separately for each site or business unit. Business units require multi-site activities, which combine activities at some or all of the sites in a business unit. If you select a site in the Objects pane, the activities configured for that location appear in the Activities pane. If you select a business unit, the multi-site activities configured for that location appear in the Activities pane.

Important

To configure objects and change settings in the Activities and Multi-Site Activities view, you must have the appropriate role privileges. See Configuration Role Privileges.

In the Activities pane, click an activity to view its properties and edit them.

• For instructions about how to view or create new activities or multi-site activities and configure staffing properties and open hours, see Creating and Deleting Activities.
• To define regular activities, see Configuring Skills for Activities and Associating Agents With Activities.
• To configure multi-site activities, see Assigning Activities to Multi-Site Activities, and Configuring Skills for Multi-Site Activities.
• To view, add, edit, or delete activity sets, or configure new or existing activity sets, see Creating Activity Sets and Adding Activities to Activity Sets.
• To view, add, edit, or delete activity groups, or configure new or existing activity groups, see Grouping Multiple Activities.
• To configure activity policies to establish rules and guidelines that determine how, when, and in which activities the agent can engage, see Activity Properties.
• To associate Stat Server statistics with activities and multi-site activities for use in monitoring interaction and service levels, see Statistics Configuration for Activities and Configuring Statistics for a Multi-Site Activity.
• To set default target service levels or staffing requirements for different types of activities, see Default forecasting objectives.