Workforce Engagement Management

🎯 New Release: Enhanced Adherence Flexibility - More Control Over Activity Codes & Status Mappings

We're excited to announce new Activity Code Mapping Enhancements designed to give workforce management teams more precision and control when mapping activity codes and defining adherence rules.

These improvements were driven directly by customer feedback and focus on one goal:
Make adherence tracking more accurate and less confusing for agents.

🌟 What's New

1️⃣ Map Secondary Statuses to Multiple Activity Codes

You can now map a single secondary status to multiple activity codes within the same category, giving you greater flexibility when defining agent activities.

Highlights:

• Each Activity Code can still only have one secondary status mapped to it.

• All available secondary statuses appear in the dropdown if an Activity Code is changed or created.

• Clear messages notify users when a secondary status is already mapped to another Activity Code.

• The familiar UI remains - now with smarter, more flexible mapping options.

Why it matters:
Fewer custom secondary statuses needed, clearer configuration for admins, and reduced agent confusion.

2️⃣ New Option: "Scheduled Activity Codes to Ignore for Adherence"

We've added the ability to set specific activity codes to Ignore for Adherence not just entire categories.

What you can do:

• Continue to ignore entire categories (now renamed: "Scheduled Activity Categories to Ignore for Adherence").

• Select specific Activity Codes to ignore - up to 25 codes at a time.

• Quickly search Activity Codes by name, including inactive ones.

• Tooltips indicate whether an Activity Code is already ignored or inactive.

• Easily remove or manage ignored Activity Codes, with visibility into which belong to which category.

Why it matters:
Agents can perform a wider range of approved activities without showing as "Out of Adherence".

📅 Availability

This update is rolling out to all Regions beginning Monday, October 20, 2025 and will be complete by Thursday, October 23, 2025.
No additional licensing or permissions are required - existing roles with Management Unit Edit and Activity Code Edit access will see the new options automatically.

🎯 New Release: Enhanced Adherence Flexibility - More Control Over Activity Codes & Status Mappings

We're excited to announce new Activity Code Mapping Enhancements designed to give workforce management teams more precision and control when mapping activity codes and defining adherence rules.

These improvements were driven directly by customer feedback and focus on one goal:
Make adherence tracking more accurate and less confusing for agents.

🌟 What's New

1️⃣ Map Secondary Statuses to Multiple Activity Codes

You can now map a single secondary status to multiple activity codes within the same category, giving you greater flexibility when defining agent activities.

Highlights:

• Each Activity Code can still only have one secondary status mapped to it.

• All available secondary statuses appear in the dropdown if an Activity Code is changed or created.

• Clear messages notify users when a secondary status is already mapped to another Activity Code.

• The familiar UI remains - now with smarter, more flexible mapping options.

Why it matters:
Fewer custom secondary statuses needed, clearer configuration for admins, and reduced agent confusion.

2️⃣ New Option: "Scheduled Activity Codes to Ignore for Adherence"

We've added the ability to set specific activity codes to Ignore for Adherence not just entire categories.

What you can do:

• Continue to ignore entire categories (now renamed: "Scheduled Activity Categories to Ignore for Adherence").

• Select specific Activity Codes to ignore - up to 25 codes at a time.

• Quickly search Activity Codes by name, including inactive ones.

• Tooltips indicate whether an Activity Code is already ignored or inactive.

• Easily remove or manage ignored Activity Codes, with visibility into which belong to which category.

Why it matters:
Agents can perform a wider range of approved activities without showing as "Out of Adherence".

📅 Availability

This update is rolling out to all Regions beginning Monday, October 20, 2025 and will be complete by Thursday, October 23, 2025.
No additional licensing or permissions are required - existing roles with Management Unit Edit and Activity Code Edit access will see the new options automatically.

Hello, I still dont see the activity codes we can ignore, just the default codes. Can we only ignore secondary status activity codes? Because I dont see any.

🎯 New Release: Enhanced Adherence Flexibility - More Control Over Activity Codes & Status Mappings

We're excited to announce new Activity Code Mapping Enhancements designed to give workforce management teams more precision and control when mapping activity codes and defining adherence rules.

These improvements were driven directly by customer feedback and focus on one goal:
Make adherence tracking more accurate and less confusing for agents.

🌟 What's New

1️⃣ Map Secondary Statuses to Multiple Activity Codes

You can now map a single secondary status to multiple activity codes within the same category, giving you greater flexibility when defining agent activities.

Highlights:

• Each Activity Code can still only have one secondary status mapped to it.

• All available secondary statuses appear in the dropdown if an Activity Code is changed or created.

• Clear messages notify users when a secondary status is already mapped to another Activity Code.

• The familiar UI remains - now with smarter, more flexible mapping options.

Why it matters:
Fewer custom secondary statuses needed, clearer configuration for admins, and reduced agent confusion.

2️⃣ New Option: "Scheduled Activity Codes to Ignore for Adherence"

We've added the ability to set specific activity codes to Ignore for Adherence not just entire categories.

What you can do:

• Continue to ignore entire categories (now renamed: "Scheduled Activity Categories to Ignore for Adherence").

• Select specific Activity Codes to ignore - up to 25 codes at a time.

• Quickly search Activity Codes by name, including inactive ones.

• Tooltips indicate whether an Activity Code is already ignored or inactive.

• Easily remove or manage ignored Activity Codes, with visibility into which belong to which category.

Why it matters:
Agents can perform a wider range of approved activities without showing as "Out of Adherence".

📅 Availability

This update is rolling out to all Regions beginning Monday, October 20, 2025 and will be complete by Thursday, October 23, 2025.
No additional licensing or permissions are required - existing roles with Management Unit Edit and Activity Code Edit access will see the new options automatically.

Hello @Al Maatouk,

What region are you in?  It's possible that your region has not been enabled yet.  All but 4 regions have been enabled so far and the last 4 will be enabled later today.

Hello, I still dont see the activity codes we can ignore, just the default codes. Can we only ignore secondary status activity codes? Because I dont see any.

🎯 New Release: Enhanced Adherence Flexibility - More Control Over Activity Codes & Status Mappings

We're excited to announce new Activity Code Mapping Enhancements designed to give workforce management teams more precision and control when mapping activity codes and defining adherence rules.

These improvements were driven directly by customer feedback and focus on one goal:
Make adherence tracking more accurate and less confusing for agents.

🌟 What's New

1️⃣ Map Secondary Statuses to Multiple Activity Codes

You can now map a single secondary status to multiple activity codes within the same category, giving you greater flexibility when defining agent activities.

Highlights:

• Each Activity Code can still only have one secondary status mapped to it.

• All available secondary statuses appear in the dropdown if an Activity Code is changed or created.

• Clear messages notify users when a secondary status is already mapped to another Activity Code.

• The familiar UI remains - now with smarter, more flexible mapping options.

Why it matters:
Fewer custom secondary statuses needed, clearer configuration for admins, and reduced agent confusion.

2️⃣ New Option: "Scheduled Activity Codes to Ignore for Adherence"

We've added the ability to set specific activity codes to Ignore for Adherence not just entire categories.

What you can do:

• Continue to ignore entire categories (now renamed: "Scheduled Activity Categories to Ignore for Adherence").

• Select specific Activity Codes to ignore - up to 25 codes at a time.

• Quickly search Activity Codes by name, including inactive ones.

• Tooltips indicate whether an Activity Code is already ignored or inactive.

• Easily remove or manage ignored Activity Codes, with visibility into which belong to which category.

Why it matters:
Agents can perform a wider range of approved activities without showing as "Out of Adherence".

📅 Availability

This update is rolling out to all Regions beginning Monday, October 20, 2025 and will be complete by Thursday, October 23, 2025.
No additional licensing or permissions are required - existing roles with Management Unit Edit and Activity Code Edit access will see the new options automatically.

We are in United States, Michigan. So, I would say US East? From the screenshot I see the name update "Scheduled Activity Categories to Ignore for Adherence" but I still only see the default activity codes.

Hello @Al Maatouk,

What region are you in?  It's possible that your region has not been enabled yet.  All but 4 regions have been enabled so far and the last 4 will be enabled later today.

Hello, I still dont see the activity codes we can ignore, just the default codes. Can we only ignore secondary status activity codes? Because I dont see any.

🎯 New Release: Enhanced Adherence Flexibility - More Control Over Activity Codes & Status Mappings

We're excited to announce new Activity Code Mapping Enhancements designed to give workforce management teams more precision and control when mapping activity codes and defining adherence rules.

These improvements were driven directly by customer feedback and focus on one goal:
Make adherence tracking more accurate and less confusing for agents.

🌟 What's New

1️⃣ Map Secondary Statuses to Multiple Activity Codes

You can now map a single secondary status to multiple activity codes within the same category, giving you greater flexibility when defining agent activities.

Highlights:

• Each Activity Code can still only have one secondary status mapped to it.

• All available secondary statuses appear in the dropdown if an Activity Code is changed or created.

• Clear messages notify users when a secondary status is already mapped to another Activity Code.

• The familiar UI remains - now with smarter, more flexible mapping options.

Why it matters:
Fewer custom secondary statuses needed, clearer configuration for admins, and reduced agent confusion.

2️⃣ New Option: "Scheduled Activity Codes to Ignore for Adherence"

We've added the ability to set specific activity codes to Ignore for Adherence not just entire categories.

What you can do:

• Continue to ignore entire categories (now renamed: "Scheduled Activity Categories to Ignore for Adherence").

• Select specific Activity Codes to ignore - up to 25 codes at a time.

• Quickly search Activity Codes by name, including inactive ones.

• Tooltips indicate whether an Activity Code is already ignored or inactive.

• Easily remove or manage ignored Activity Codes, with visibility into which belong to which category.

Why it matters:
Agents can perform a wider range of approved activities without showing as "Out of Adherence".

📅 Availability

This update is rolling out to all Regions beginning Monday, October 20, 2025 and will be complete by Thursday, October 23, 2025.
No additional licensing or permissions are required - existing roles with Management Unit Edit and Activity Code Edit access will see the new options automatically.

Hello, I still dont see the activity codes we can ignore, just the default codes. Can we only ignore secondary status activity codes? Because I dont see any.

------------------------------
Al Maatouk
na

Original Message:
Sent: 10-17-2025 13:17
From: Belinda Herrera
Subject: New Feature: Activity Code Mapping Enhancements

🎯 New Release: Enhanced Adherence Flexibility - More Control Over Activity Codes & Status Mappings

We're excited to announce new Activity Code Mapping Enhancements designed to give workforce management teams more precision and control when mapping activity codes and defining adherence rules.

These improvements were driven directly by customer feedback and focus on one goal:
Make adherence tracking more accurate and less confusing for agents.

🌟 What's New

1️⃣ Map Secondary Statuses to Multiple Activity Codes

You can now map a single secondary status to multiple activity codes within the same category, giving you greater flexibility when defining agent activities.

Highlights:

• Each Activity Code can still only have one secondary status mapped to it.

• All available secondary statuses appear in the dropdown if an Activity Code is changed or created.

• Clear messages notify users when a secondary status is already mapped to another Activity Code.

• The familiar UI remains - now with smarter, more flexible mapping options.

Why it matters:
Fewer custom secondary statuses needed, clearer configuration for admins, and reduced agent confusion.

2️⃣ New Option: "Scheduled Activity Codes to Ignore for Adherence"

We've added the ability to set specific activity codes to Ignore for Adherence not just entire categories.

What you can do:

• Continue to ignore entire categories (now renamed: "Scheduled Activity Categories to Ignore for Adherence").

• Select specific Activity Codes to ignore - up to 25 codes at a time.

• Quickly search Activity Codes by name, including inactive ones.

• Tooltips indicate whether an Activity Code is already ignored or inactive.

• Easily remove or manage ignored Activity Codes, with visibility into which belong to which category.

Why it matters:
Agents can perform a wider range of approved activities without showing as "Out of Adherence".

📅 Availability

This update is rolling out to all Regions beginning Monday, October 20, 2025 and will be complete by Thursday, October 23, 2025.
No additional licensing or permissions are required - existing roles with Management Unit Edit and Activity Code Edit access will see the new options automatically.

#Intraday,Shrinkage,Adherence

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
------------------------------

🎯 New Release: Enhanced Adherence Flexibility - More Control Over Activity Codes & Status Mappings

We're excited to announce new Activity Code Mapping Enhancements designed to give workforce management teams more precision and control when mapping activity codes and defining adherence rules.

These improvements were driven directly by customer feedback and focus on one goal:
Make adherence tracking more accurate and less confusing for agents.

🌟 What's New

1️⃣ Map Secondary Statuses to Multiple Activity Codes

You can now map a single secondary status to multiple activity codes within the same category, giving you greater flexibility when defining agent activities.

Highlights:

• Each Activity Code can still only have one secondary status mapped to it.

• All available secondary statuses appear in the dropdown if an Activity Code is changed or created.

• Clear messages notify users when a secondary status is already mapped to another Activity Code.

• The familiar UI remains - now with smarter, more flexible mapping options.

Why it matters:
Fewer custom secondary statuses needed, clearer configuration for admins, and reduced agent confusion.

2️⃣ New Option: "Scheduled Activity Codes to Ignore for Adherence"

We've added the ability to set specific activity codes to Ignore for Adherence not just entire categories.

What you can do:

• Continue to ignore entire categories (now renamed: "Scheduled Activity Categories to Ignore for Adherence").

• Select specific Activity Codes to ignore - up to 25 codes at a time.

• Quickly search Activity Codes by name, including inactive ones.

• Tooltips indicate whether an Activity Code is already ignored or inactive.

• Easily remove or manage ignored Activity Codes, with visibility into which belong to which category.

Why it matters:
Agents can perform a wider range of approved activities without showing as "Out of Adherence".

📅 Availability

This update is rolling out to all Regions beginning Monday, October 20, 2025 and will be complete by Thursday, October 23, 2025.
No additional licensing or permissions are required - existing roles with Management Unit Edit and Activity Code Edit access will see the new options automatically.

Hi Everyone - Can anyone provide a good use case for the "Scheduled activity codes to ignore for adherence" feature? 

Thanks!

🎯 New Release: Enhanced Adherence Flexibility - More Control Over Activity Codes & Status Mappings

We're excited to announce new Activity Code Mapping Enhancements designed to give workforce management teams more precision and control when mapping activity codes and defining adherence rules.

These improvements were driven directly by customer feedback and focus on one goal:
Make adherence tracking more accurate and less confusing for agents.

🌟 What's New

1️⃣ Map Secondary Statuses to Multiple Activity Codes

You can now map a single secondary status to multiple activity codes within the same category, giving you greater flexibility when defining agent activities.

Highlights:

• Each Activity Code can still only have one secondary status mapped to it.

• All available secondary statuses appear in the dropdown if an Activity Code is changed or created.

• Clear messages notify users when a secondary status is already mapped to another Activity Code.

• The familiar UI remains - now with smarter, more flexible mapping options.

Why it matters:
Fewer custom secondary statuses needed, clearer configuration for admins, and reduced agent confusion.

2️⃣ New Option: "Scheduled Activity Codes to Ignore for Adherence"

We've added the ability to set specific activity codes to Ignore for Adherence not just entire categories.

What you can do:

• Continue to ignore entire categories (now renamed: "Scheduled Activity Categories to Ignore for Adherence").

• Select specific Activity Codes to ignore - up to 25 codes at a time.

• Quickly search Activity Codes by name, including inactive ones.

• Tooltips indicate whether an Activity Code is already ignored or inactive.

• Easily remove or manage ignored Activity Codes, with visibility into which belong to which category.

Why it matters:
Agents can perform a wider range of approved activities without showing as "Out of Adherence".

📅 Availability

This update is rolling out to all Regions beginning Monday, October 20, 2025 and will be complete by Thursday, October 23, 2025.
No additional licensing or permissions are required - existing roles with Management Unit Edit and Activity Code Edit access will see the new options automatically.