Map status messages to activity types

Use this page to map status messages to activity types. An activity type identifies a specific action of an agent. Mapping a status to an activity type is required to determine whether agents are following their schedules. This information is used to calculate real time adherence and adherence exceptions. When an agent changes status in Interaction Client, that agent will be either in adherence or out of adherence, depending on the "status to activity" mapping.

Initial mappings are set by Interaction Optimizer Server on its initial start-up when properly licensed. New status messages will be mapped to the "Unscheduled" activity. Status messages will retain their previous mapping if they are deleted and then re-created.

Note: When an agent changes his or her status to an activity type, the change is not reflected in the current adherence calculations. Interaction Optimizer Server receives the change and processes RTA updates for the next statistics update.

The Activity Types are:

• ACD

• Break

• Meal

• Meeting

• Non-ACD

• Time Off

• Training

• Unavailable

• Unscheduled

Out of adherence example

Agent John Brown is scheduled for a meal from 1:00 p.m. through 2:00 p.m. Agent Brown sets his status to "At lunch" at 1:00 PM, but does not return until 2:31 PM. When his status does not change back to a scheduled activity at 2:00 p.m. (or the time lapse defined in the grace period), an out of adherence event is generated.

Map a status message to an activity type

1. From the Interaction Optimizer Home page, click the Status Mappings link. The Status Mappings page opens.

2. In the Status column, select the status you want to map to an activity type.

3. In the Activity Type column, click the arrow at the end of the activity types drop-down list and select the appropriate activity type.

4. Click the save button.

Notes: Interaction Optimizer will not reflect changes to the Status to Activity Types mapping in previously captured historical data.