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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Original Message:
Sent: 07-22-2020 16:05
From: Carmen Chapman
Subject: Activity Types/Activity Codes and how they correspond to (Phone) Status Codes
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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