Activities
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 Creating and Deleting Activities.
- To define regular activities, see Configuring Skills for Activities and Associating Agents With Activities.
- To configure multi-site activities, see Assigning Activities to Multi-Site Activities, and Configuring Skills for Multi-Site Activities.
- To view, add, edit, or delete activity sets, or configure new or existing activity sets, see Creating Activity Sets and Adding Activities to Activity Sets.
- To view, add, edit, or delete activity groups, or configure new or existing activity groups, see 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 Activity Properties.
- To associate Stat Server statistics with activities and multi-site activities for use in monitoring interaction and service levels, see Statistics Configuration for Activities and Configuring Statistics for a Multi-Site Activity.