I created a secondary status under the primary status "Available". I can see the secondary status in reports etc but I can't see it on the agent schedule. If I want to schedule "Shift Work" (this is the secondary status) how do I get it to show on the agents actual activity on the schedule?
The direction for the agent is to select Available and then Shift Work. I want to see this as her actual activity on her schedule.
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Melissa Palmer
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Original Message:
Sent: 12-12-2023 17:55
From: Shelby Cronk
Subject: Add secondary status in ACtivity Codes (WFM)
Hi Rechelle!
To map an activity code to a secondary status, the secondary status must exist first. You must have the appropriate permissions (usually Administrative capability); here is the associated direction and resource center article: https://help.mypurecloud.com/articles/add-secondary-statuses-primary-status/
Your organization has multiple divisions, so be sure assign the secondary status to the appropriate division(s).
Once the secondary status exists, you can "map" to the secondary status when adding an activity code; first create the activity code and select the appropriate Category. Categories determine the primary statuses and therefore the eligible "secondary" statuses. here is the associated direction and resource center article: https://help.mypurecloud.com/articles/add-activity-code/
Let me know if you have further questions
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Shelby Cronk
C1
Original Message:
Sent: 12-12-2023 10:45
From: Rechelle McConnell
Subject: Add secondary status in ACtivity Codes (WFM)
We need help on how to create a new Activity and add a secodary status. We are currently unable to see other status under Secondary Status in Activity Code.
Thanks
#DigitalChannels
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Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
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