Objective

Define the activity options planners can use when building schedules.

Environment

  • You have permission to manage Scheduling Settings.
  • You know the activity name and whether it is Productive, Auxiliary, or Time Off.
  • For a productive activity, you know which channels and queues should apply, if those fields are available.

Resolution

  1. Open Scheduling Settings → Activity Types. Review existing activities before adding one with the same purpose.
    Review the existing Activity Types list before adding a new activity.
  2. Select Add Activity Type and enter the activity name.
  3. Choose the category: Productive, Auxiliary, or Time Off.
  4. If the activity is productive, select the applicable channels and queues when those fields are shown.
    The Edit Activity Type form. For productive activities, continue down to select the applicable channels and queues.
  5. Select Add Activity Type and confirm that the activity appears in the list.
    Note: A type is not a scheduled activity

    Creating an activity type makes it available to planners; it does not add an activity to an agent’s schedule.

For shift patterns, see How To Create Shift Types. To define the rules that shape schedules, see How To Configure Scheduling Rules.