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Activity Types/Activity Codes and how they correspond to (Phone) Status Codes

  • 1.  Activity Types/Activity Codes and how they correspond to (Phone) Status Codes

    Posted 12 days ago
    Hello,
    Trying to figure out if Activity Types are configurable (it appears to be system set and hard coded) while the activity codes that fall under the Activity Types are configurable. Is that set in stone? Is there a way around this?

    Also, does anyone know if it's good practice to configure (Phone) Status Codes to the Activity Codes so there is a 1 to 1 relation?

    Thank you everyone!
    #SystemAdministration

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    Carmen Chapman
    Workplace Safety & Insurance Board
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  • 2.  RE: Activity Types/Activity Codes and how they correspond to (Phone) Status Codes

    GCAP Member
    Posted 5 days ago
    Hi Carmen,

    I am not 100% sure since i don't use Optimizer or activity codes, but this page might help you:

    https://help.genesys.com/pureconnect/mergedProjects/wh_io/desktop/about_status_mapping.htm


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    Scott Williams
    Missouri Higher Education Loan Authority
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  • 3.  RE: Activity Types/Activity Codes and how they correspond to (Phone) Status Codes

    GENESYS
    Posted 4 days ago
    Hi Carmen,

    Optimizer has a set of core Activity Types that are are not modifiable.  For each Activity type you can build custom activity codes (upper right in Optimizer home screen) that allow you to be more descriptive when adding activities to agent schedules, ex. Meeting > 1:1 or Team Mtg.  This allows the scheduler to better communicate on the schedule what the activity represents to the agent.

    Agent phone status options should be mapped to core Activity Types, this facilitates Schedule Adherence measurement.  You can have multiple phone status mapped to each activity code, but use caution as agents should be very clear what status to use for each of their activities.  Often this is loosely managed and this will impact your shrinkage and adherence data.

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    Chip Funk
    Manager, Business Consulting
    Genesys - Employees
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  • 4.  RE: Activity Types/Activity Codes and how they correspond to (Phone) Status Codes

    Posted 4 days ago

    Hi Chip,

     

    Thanks for the information!

     

    Can you give me advice on how to mitigate the following situation or perhaps it's just a configuration in Optimizer situation?

     

    An agent is scheduled training for 4 days in a row and it is offsite so they are unable to sign into optimizer and update their status to 'training' the resulting outcome is they have a 'wonky' adherence and conformance (as seen below):

     

     

    Is there something on the configuration side that we can do so the system recognizes that this agent is in training and not get pushed into the 'unavailable' activity but in fact, the training activity?  Is it something we've configured incorrectly?

     

    Thank you so much in advance!

    Carmen