Map ACD Events to Activities

Mapping ACD events to WFM activity codes helps you track your agents' adherence to their schedules.

After defining the activity codes for your scheduling units, you need to map them to ACD events from your Automatic Call Distributor (ACD).

You can monitor and review the activities with Real Time Adherence (RTA) and the adherence report.

You created an activity code in WFM called On Call. You can map that activity to two ACD events: InboundContact (agent handling inbound calls) and OutboundContact (agent handling outbound calls).

When the agent is doing one of those events, RTA will display On Call.

ACD events for Login and Logoff are mapped to the activity codes of Login (with a stateClosed The availability status of an agent. of Open) and Logoff (with a state of Closed). These activity codes are not used when defining a schedule. They're used only when the Login and Logoff ACD events occur, to ensure correct Real Time Adherence reporting.

ACD Events (IDs and Reasons)

The activities from ACD are called ACD events. Each event is composed of an Event ID and Event Reason:

  • Event ID—The general activity the agent is doing. For example, Event IDs can be Available, Outbound_Call, or Unavailable.

  • Event Reason— Additional details about the Event ID. For example, Jeff and Steph have the same Event ID: Unavailable. Jeff's reason is he's on a break, while Steph is unavailable because she's in a meeting.

Automatic Call Distributor (ACD)

WFM receives the activity information from the automatic call distributor (ACD) you are using. ACD data provides the WEM system with important information used for forecasting, Real Time Adherence and for generating historical adherence reports. If you're not using NICE CXone ACD, the third-party connectors are:

  • Avaya CMS

  • Cisco UCCE

  • Cisco UCCX

Mapping ACD Events in Environments With the NICE CXone ACD

This procedure is for users with NICE CXone ACD. If you are using another ACD, see Mapping ACD Events with Third-Party ACD Connectors.

All ACD events are listed automatically in the ACD Mapping page, with some mapped events by default. Any other events appear as unmapped events. All you have to do to map them to WEM activities is define the activity for each event.

ACD/WFM Mapping Name

ACD Event ID

ACD Event Reason

WFM activity code states
Available

Available

(blank)

open

AfterCallWork

Unavailable

ACW

open

Dialer

Dialer

(blank)

open

DialerPending

Unavailable

DialerPending

open

InboundConsult

InboundConsult

(blank)

open

InboundContact

InboundContact

(blank)

open

InboundPending

InboundPending

(blank)

open

Outbound

Outbound

(blank)

open

OutboundConsult

OutboundConsult

(blank)

open

OutboundContact

OutboundContact

(blank)

open

OutboundPending

Unavailable

OutboundPending

open

To map ACD events to activities:

  1. Click the app selector and select WFM.

  2. Go to Setup > ACD Mapping.

  3. Click an unmapped event.

  4. From the Activity Code drop down list, select an activity code.

    The system assigns a State to this mapping, corresponding to the Open attribute in the activity code.

  5.  Click Save.

    The event is now mapped to an activity.

    Deleting the mapping in the main page does not delete the event, only the activity it was mapped to. You can remap it to a different activity.

Mapping ACD Events with Third-Party ACD Connectors

This procedure is for users with an ACD other than the NICE CXone ACD.

To map ACD events to activities:

  1. Click the app selector and select WFM.

  2. Go to Setup > ACD Mapping.

  3. Click New Mapping and enter a unique name for the new mapping.

  4. Enter the ACD Event ID and the Event Reason as provided by the ACD system.

  5. From the Activity Code drop down list, select an activity code.

    The system assigns a State to this mapping, corresponding to the Open attribute in the activity code.

  6. Click Create.