PEC-WFM/Current/Supervisor/CfgActvs - Revision history

WikiSysop at 13:16, September 20, 2022

2022-09-20T13:16:23Z

Mary.hachey@genesys.com: Published

2020-11-20T14:48:22Z

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2020-10-09T14:26:10Z

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2020-09-28T15:51:47Z

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2020-09-25T19:37:30Z

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WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:37:13Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:49:02Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

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2020-06-08T15:29:51Z

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New page

{{ArticleUnstructured
|Platform=PureEngage
|DisplayName=Activities
|TocName=Activities
|Tags=
|Dimension=
|Application=Workforce Management
|Role=Supervisor
|Context=This topic provides links to procedures for configuring acitivities.
}}

''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.

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 {{Link-SomewhereInThisManual|topic=CrtDltAct|anchor=top|display text=Creating and Deleting Activities}}.
* To define regular activities, see {{Link-SomewhereInThisManual|topic=SklsForAct|anchor=top|display text=Configuring Skills for Activities}} and {{Link-SomewhereInThisManual|topic=AgtsWthActvs|anchor=top|display text=Associating Agents With Activities}}.
* To configure multi-site activities, see {{Link-SomewhereInThisManual|topic=AsgnActvsMSA|anchor=top|display text=Assigning Activities to Multi-Site Activities}}, and {{Link-SomewhereInThisManual|topic=MltStAct|anchor=top|display text=Configuring Skills for Multi-Site Activities}}.
* To view, add, edit, or delete activity sets, or configure new or existing activity sets, see {{Link-SomewhereInThisManual|topic=ActSetsCrtDlt|anchor=top|display text=Creating Activity Sets}} and {{Link-SomewhereInThisManual|topic=ActToActSets|anchor=top|display text=Adding Activities to Activity Sets}}.
* To view, add, edit, or delete activity groups, or configure new or existing activity groups, see {{Link-SomewhereInThisManual|topic=GrpMltpAct|anchor=top|display text=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 {{Link-SomewhereInThisManual|topic=ActPrps|anchor=top|display text=Activity Properties}}.
* To associate Stat Server statistics with activities and multi-site activities for use in monitoring interaction and service levels, see {{Link-SomewhereInThisManual|topic=StatsFrActv|anchor=top|display text=Statistics Configuration for Activities}} and {{Link-SomewhereInThisManual|topic=StatsFrMSA|anchor=top|display text=Configuring Statistics for a Multi-Site Activity}}.

@@ Line 24: / Line 24: @@
 *To configure activity policies to establish rules and guidelines that determine how, when, and in which activities the agent can engage, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=CfgActvs|anchor=ActPrps|display text=Activity properties}}.
 *To associate Stat Server statistics with activities and multisite activities for use in monitoring interaction and service levels, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=Statistics|anchor=StatsFrActv|display text=Statistics configuration for activities}} and {{Link-SomewhereInThisVersion|manual=Supervisor|topic=MSAAgtPn|anchor=MltStAct|display text=Configuring statistics for multi-site activities}}.
 |Status=No
 }}{{Section

← Older revision		Revision as of 14:48, November 20, 2020
Line 13:		Line 13:

	You must configure activities separately for each site or business unit. Business units require multisite 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 multisite activities configured for that location appear in the '''Activities''' pane.		You must configure activities separately for each site or business unit. Business units require multisite 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 multisite activities configured for that location appear in the '''Activities''' pane.
		+	{{NoteFormat\|To configure objects and change settings in the '''Activities''' and '''Multi-Site Activities''' views, you must have the appropriate role privileges. See {{Link-SomewhereInThisVersion\|manual=Supervisor\|topic=RolPrvlgsOvrw\|anchor=CfgtnRlP\|display text=Configuration Role Privileges}}.\|}}

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

← Older revision		Revision as of 14:26, October 9, 2020
Line 34:		Line 34:
	See also, {{Link-SomewhereInThisVersion\|manual=Supervisor\|topic=MSAAgtPn\|anchor=PrptsMSA\|display text=Multi-site activity properties}}.		See also, {{Link-SomewhereInThisVersion\|manual=Supervisor\|topic=MSAAgtPn\|anchor=PrptsMSA\|display text=Multi-site activity properties}}.

		+	{{AnchorDiv\|MnmStfgLv}}
	In the '''Activity Properties''' section:		In the '''Activity Properties''' section:

@@ Line 18: / Line 18: @@
 *For instructions about how to view or create new activities or multisite activities and configure staffing properties and open hours, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=CfgActvs|anchor=CrtDltAct|display text=Creating and deleting activities}}.
 *To define regular activities, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=CfgActvs|anchor=SklsForAct|display text=Configuring skills for activities}} and {{Link-SomewhereInThisVersion|manual=Supervisor|topic=CfgActvs|anchor=AgtsWthActvs|display text=Associating agents with activities}}.
-*To configure multisite activities, see {{Link-SomewhereInThisManual|topic=AsgnActvsMSA|anchor=top|display text=Assigning activities to multi-site activities}}, and {{Link-SomewhereInThisManual|topic=MltStAct|anchor=top|display text=Configuring skills for multi-site activities}}.
+*To configure multisite activities, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=MSAAgtPn|anchor=AsgnActvsMSA|display text=Assigning activities to multi-site activities}}, and {{Link-SomewhereInThisVersion|manual=Supervisor|topic=MSAAgtPn|anchor=MltStAct|display text=Configuring skills for multi-site activities}}.
-*To view, add, edit, or delete activity sets, or configure new or existing activity sets, see{{Link-SomewhereInThisVersion|manual=Supervisor|topic=ActSetsCrtDlt|display text=Creating activity sets}} and {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ActSetsCrtDlt|anchor=ActToActSets|display text=Adding activities to activity sets}}.
+*To view, add, edit, or delete activity sets, or configure new or existing activity sets, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ActSetsCrtDlt|display text=Creating activity sets}} and {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ActSetsCrtDlt|anchor=ActToActSets|display text=Adding activities to activity sets}}.
 *To view, add, edit, or delete activity groups, or configure new or existing activity groups, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ActSetsCrtDlt|anchor=GrpMltpAct|display text=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 {{Link-SomewhereInThisVersion|manual=Supervisor|topic=CfgActvs|anchor=ActPrps|display text=Activity properties}}.
-*To associate Stat Server statistics with activities and multisite activities for use in monitoring interaction and service levels, see {{Link-SomewhereInThisManual|topic=StatsFrActv|anchor=top|display text=Statistics configuration for activities}} and {{Link-SomewhereInThisManual|topic=StatsFrMSA|anchor=top|display text=Configuring statistics for multi-site activities}}.
+*To associate Stat Server statistics with activities and multisite activities for use in monitoring interaction and service levels, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=Statistics|anchor=StatsFrActv|display text=Statistics configuration for activities}} and {{Link-SomewhereInThisVersion|manual=Supervisor|topic=MSAAgtPn|anchor=MltStAct|display text=Configuring statistics for multi-site activities}}.
 |Status=No
 }}{{Section
@@ Line 32: / Line 32: @@
 Select the site to which you want to add an activity and then, set the activity policies in the '''Activity Properties''' pane.
-See also {{Link-SomewhereInThisVersion|manual=Supervisor|topic=CfgActvs|anchor=PrptsMSA|display text=Multi-site activity properties}}.
+See also, {{Link-SomewhereInThisVersion|manual=Supervisor|topic=MSAAgtPn|anchor=PrptsMSA|display text=Multi-site activity properties}}.
 In the '''Activity Properties''' section:
@@ Line 52: / Line 52: @@
 *'''Closed''' ''check box''&mdash;Check or uncheck for each day, as required. Check the check box for those days when the contact center is closed. When checked, the start and end times for that day are disabled and cannot be modified. Lease the check box is unchecked, if the contact center is open on that day.
 *'''Copy/Paste''' ''icons''&mdash;Click to copy and paste start and end times, and next day settings from one day to another day.
 |Status=No
 }}{{Section
@@ Line 87: / Line 71: @@
 #*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=CfgActvs|anchor=SklsForAct|display text=Configuring skills for activities}}
 #*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=CfgActvs|anchor=AgtsWthActvs|display text=Associating agents with activities}}.
-#;See also {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StatsFrActv|display text=Statistics configuration for activities}}.
+#;See also {{Link-SomewhereInThisVersion|manual=Supervisor|topic=Statistics|anchor=StatsFrActv|display text=Statistics configuration for activities}}.
 {{AnchorDiv|CrtgMSA}}
@@ Line 96: / Line 80: @@
 #Select '''New Multi-Site Activity''' [[File: WM_851_new_multi-site_activity.png|link=]].
 #;The '''Multi-Site Activities Properties''' pane opens.
-#In the '''Multi-Site Activity Properties''' and '''Hours of Operation''' sections, populate the fields as described in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=CfgActvs|anchor=PrptsMSA|display text=Multi-site activity properties}}.
+#In the '''Multi-Site Activity Properties''' and '''Hours of Operation''' sections, populate the fields as described in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=MSAAgtPn|anchor=PrptsMSA|display text=Multi-site activity properties}}.
 #Click '''Save Now''' [[File: WM_851_icon-save.png|link=]] .
 {{AnchorDiv|CpygActv}}

@@ Line 1: / Line 1: @@
 {{ArticleUnstructured
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |DisplayName=Activities
 |TocName=Activities

PEC-WFM/Current/Supervisor/CfgActvs - Revision history

WikiSysop at 13:16, September 20, 2022

Mary.hachey@genesys.com: Published

Mhachey: Published

Mhachey: Published

Mhachey: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"