How to Add New Activity Code

How to Add New Activity Code

Activity codes represent events on schedules and patterns. The events display as
icons you select. You can have a total of 900 activity codes, 894 that you can define
and six predefined by the system. The six predefined activity codes include: Open,
Unscheduled, Lunch, Break, Forced Day Off, and Wait List. You cannot delete the
predefined activity codes. Time Off Manager uses the Forced Day Off and Wait
List activity codes.
Note
Activity codes exist at the customer level, which means all users share the
same set of activity codes. Deleted activity codes do not affect historical
records retained in the system database.
Note
In an outbound environment where the agent needs a base schedule code
of outbound instead of open time, it may be necessary to create a separate
activity code for the outbound base schedule code. Be sure to pay close
attention to the skills where an outbound activity code is open. It will likely be
necessary to configure this new code to be only open for the outbound skill(s).

Activity Code Definition VIew:

Add New Activity Codes
To define new activity codes, refer to the following steps.
1. Drag and drop an icon from the activity code icon bar to the Icon field in the
blank Add row of the spreadsheet.
When defining a new activity code, the following happens:
• The Position (Pos) number automatically defaults to the position number of
the next available activity code. For example, if there were 26 activity codes
already defined, the blank row defaults to the Pos number 27.
• The activity code type defaults to Normal in the Code type field.
2. Enter information in the other columns as needed.
3. Click the Add button ( ) to validate the new activity code definition. If valid,
the system inserts the new activity code according to the current sort order,
and clears the Add row.
4. Click Save to validate and save the changes.