Jump to: navigation, search

Assigning Activities To Multi-Site Activities

Multi-Site Activities are regular activities which are performed at specific contact centers that are being combined, for tracking purposes, into a single multi-site activity associated with a business unit.

Use the Activities pane within the Multi-Site Activities view to associate activities with multi-site activities. To open this pane, select Activities at the top of the Multi-Site Activity Properties pane.

To assign an activity to a multi-site activity:

  1. In the Activities pane, select the multi-site activity with which you want to associate activities.
  2. At the top of the Multi-Site Activity Properties pane, click Activities.
    The Associated Activities pane opens.
  3. Click Assign regular activities  WM 851 agent activities plus.png .
    The Activities pane opens.
  4. Select the activities you want to associate with this multi-site activity.
    To quickly find an activity, use the Search, Filter, or Sort WM 852 sort-icon.png agents in ascending or descending order.
  5. When you have selected all activities, click Apply WM 851 agent activities assign.png .
  6. In the Associated Activities pane, click Save Now WM 851 icon-save.png .
Tip
An activity can belong to only one multi-site activity. Only activities for the selected business unit are available. Activities for other business units do not appear.

Configure Skills and Statistics

After assigning activities, you can configure Skills and Statistics:

Click Skills at the top of the Multi-Site Activities Properties pane to configure the skills that you want to be tracked for the multi-site activity. See Configuring Skills for Multi-Site Activities.

Configure the statistics you want to be tracked for the multi-site activity. For more information, see Configuring Statistics for a Multi-Site Activity.

Using Filters To Assign Activities To Multi-Site Activities

  1. In the Activities pane, click Filter WM 851 activities filter.png .
    The Filter pane opens.
  2. In the Sites list, do one of the following:
    • Remove the check mark in the All check box and select the sites, to which you want to assign these groups and activities.
    • Retain the check mark in the All check box. (If this box is checked, the activities and groups apply to all sites in the list.)
  3. In the Multi-Site Activities section, do one of the following:
    • Remove the check mark in the All check box and select the multi-site activities, to which you want to assign these groups and activities.
    • Retain the check mark in the All check box. (If this box is checked, the activities and groups apply to all multi-site activities in the list.)
  4. Click Apply WM 851 agent activities assign.png .

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on June 27, 2017, at 10:42.