Understanding activity types

Activity types are mapped to statuses to determine schedule adherence. An activity type identifies a specific action of an agent. Mapping an activity type to a status is required to view schedule adherence data in Interaction Supervisor. When an agent changes status in Interaction Client, the activity mapped to the status is compared to the agent's scheduled activity.  If the mapped activity matches the scheduled activity, then the agent is in adherence; otherwise the agent is not in adherence.

Initial mappings are set by Interaction Optimizer Server on its initial startup when properly licensed. The default set of statuses are appropriately mapped, and any customer-added status messages will be mapped to the "Unscheduled" activity. Status messages will retain their previous mapping if they are deleted and then re-created. While multiple statuses can be mapped to the same activity type, each status can be mapped to only one activity type.

Activity codes are sub-sets of activity types, which act as containers for the activity codes. You can use activity codes wherever you use an activity type. This feature allows you to customize and better define the activities your organization uses. These activity codes can be used in schedules, shifts, and time-off requests, as well as shrinkage reporting and detailed schedule editing of future, current, and past schedules.

For more information on managing activity codes, see the Related Topics.