Create activity with multiple media types

Create an activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. and associate it with multiple media types.

Using these activities, you can create multiple shifts and shift Work period in WFM that has a definite length. events. For example, after defining these types of activities, you can create an Email Only shift and a Phone + VoIP shift with a 1-hour Email shift event Time period in WFM when employees are scheduled for specific activities, other than the main shift activity. Shift events can either be productive or unproductive, and can be associated with activities such as Phone, Email, Break and Lunch..

Before you begin 

Create work queues, as required (Work Administration, Work Queues, and Settings)

Procedure 

1. Go to Work Administration. Under Activities, select Activities.

2. From the left pane, select the organization for which you want to create the activity.

   Make sure you select the same organization to which the employees belong who will be responding to customers through various communication channels.

3. Select Create Activity.

4. In the Name field, enter a name for the activity.

5. Associate the activity with queues:

   • Select Work Queue Hopping.

   • From Work Queues, select the queues to which you want to associate the activity.

6. Do not select the following parameters:

   • Time Off

   • Use in Calendar Event

   • Unavailability

7. From the Media, select the Edit icon.

8. From the Available Media column, select the media types you want and select the Assign right arrow to define them as Assigned Media.

   This option allows employees to work with different combinations of media. For example, create a Phone + VoIP activity and an Email Only activity.

9. Select Set.

   The multiple media types appear in the Media field.

10. Under Scheduling Usage, select one or both of the following parameters:

    • To use the activity in shifts and shift events, select Use in Shift (Primary Activity). The Use in Shift Event parameter is automatically selected.

    • To use the activity in shift events only, select Use in Shift Event.

11. Complete any remaining fields for the activity and select Save.

12. For any additional activities you want to associate with multiple media types, repeat step 4 - step 11.

What to do next 

Create work rules based on multiple media activities

Related topics 

Create an activity