Activity Codes

Creating activity codes is done in WFM, in the Setup section.

Activity codes define the activities that you can include in a schedule, such as an open shift, a break, or training.

These activity codes become the activities that you use to build a schedule. Shifts are used as the main activities in the schedule and other activities can be overlaid on the shifts at specific time periods.

For example, you can give Joe a shift from 9 AM to 5 PM, and then overlay a lunch break from 12:00 to 12:30.

To create a new activity code:

1. Click the app selector and select WFM.

2. Go to Setup > Activity Codes.

3. Click New Activity Code.

4. In the Create New Activity Code window, enter the activity code name.

5. From the Display As drop-down list, select how this activity appears in the Schedule Manager.

6. Select the Priority for the activity, from 1 to 10.

   A lower number means a higher priority. When two activities occur at the same time, the activity with the higher priority takes precedent. This is not relevant for a shift.

7. Select the Default Length for the activity.

   This can be changed on the schedule once the schedule has been generated. This is not relevant for a shift.

8. Define the Attributes for the activity. This defines how the scheduler presents these activities.

   For example, you are creating an activity code called Lunch Break. If you select Open as an activity attribute, the scheduler shows that agents are open for calls during their lunch break.

   The activity attributes include:

   • Open—The employee is open for calls.

     Select this attribute for any activity codes you will use to define employees as available.

   • Work Hours—The defined activity counts as work hours.

   • Overtime—The activity is considered to be overtime.

   • Can be set as shift type—The activity can be defined as a type of shift.

   • Payroll code—Map the activity code to a payroll code.

     With this attribute, you'll be able to extract payroll data from CXone for external payroll reporting purposes. For more information, see Data Extraction APIs.

     See payroll code actions

     • Select an existing payroll code or create a new one by typing a name.

       Keep in mind, the characters are case sensitive when creating a new code. For example, you can create a payroll code called TechUSA1 and a different code called techusa1.

     • Permanently delete a payroll code. Click X next to the code in the drop-down list.

9. Define the Agent Options for the activity.

   • For Out of Office activities, you can define whether agents can make requests for partial or full-days off.

     Full-day requests is enabled by default.

     If you enable partial days, define the Min Hours and Max Hours an employee can request.

   • For all other activities, you can define whether agents can edit their schedules and submit the changes as requests to their managers. Select the checkboxes for Add, Delete, or Edit time, depending on which actions you want to enable.

10. Click Create.