As long as the activity code conforms to the adherence mapping (https://help.mypurecloud.com/articles/real-time-adherence-overview/ - expand the about real-time adherence mapping (also applies to historical adherence)).
If you say want to create a new activity category and have it be considered in adherence for On Queue, then the answer is no. One, we do not currently allow you to re-map. Two, even if we did, once agents find out they can hide out in this non-on queue presence and be in adherence for scheduled on queue time, then some agents will abuse this. I.e., avoid taking interactions throughout the day
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Jay Langsford
VP, R&D
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Original Message:
Sent: 08-17-2021 09:19
From: Beth O'Laughlin
Subject: Is there a way to make an Activity Code, i.e. working with customer, automatically in adherence? Thanks!
Is there a way to make an Activity Code, i.e. working with customer, automatically in adherence? Thanks!
#WorkforceManagement
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Beth O'Laughlin
Cox Automotive Corporate Services, LLC
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