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  • 1.  Is there a way to make an Activity Code, i.e. working with customer, automatically in adherence? Thanks!

    Posted 08-17-2021 09:20
    No replies, thread closed.
    Is there a way to make an Activity Code, i.e. working with customer, automatically in adherence? Thanks!
    #Workforce Management

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    Beth O'Laughlin
    Cox Automotive Corporate Services, LLC
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  • 2.  RE: Is there a way to make an Activity Code, i.e. working with customer, automatically in adherence? Thanks!

    Posted 08-18-2021 04:53
    No replies, thread closed.
    Hi Beth,

    Yes you can add additional activity codes as needed - please see the link below:

    https://help.mypurecloud.com/articles/add-activity-code/

    Hope that helps

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    Tracy
    Genesys
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  • 3.  RE: Is there a way to make an Activity Code, i.e. working with customer, automatically in adherence? Thanks!

    Posted 08-18-2021 13:51
    No replies, thread closed.
    Thanks Tracy!

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    Beth O'Laughlin
    Cox Automotive Corporate Services, LLC
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    Original Message


  • 4.  RE: Is there a way to make an Activity Code, i.e. working with customer, automatically in adherence? Thanks!

    Posted 08-18-2021 07:07
    No replies, thread closed.
    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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  • 5.  RE: Is there a way to make an Activity Code, i.e. working with customer, automatically in adherence? Thanks!

    Posted 08-25-2021 14:27
    No replies, thread closed.

    One other thing to consider.  While you can't always make an activity code always in adherence, you can configure the system such that an activity category (e.g. all codes of type Off Queue) are not considered in the adherence calculations at all.  They will not have a positive or negative impact, so it's not exactly what you want, but it still might be useful to you.

    See the bottom of https://help.mypurecloud.com/articles/how-genesys-cloud-calculates-adherence-and-conformance/



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    Joe Behymer
    PureCloud Workforce Management Development Team
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  • 6.  RE: Is there a way to make an Activity Code, i.e. working with customer, automatically in adherence? Thanks!

    Posted 08-26-2021 14:19
    No replies, thread closed.
    Thanks Joe!  Great suggestion!

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    Beth O'Laughlin
    Cox Automotive Corporate Services, LLC
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    Original Message


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