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Activities

Activities are work items that are tracked and managed using Workforce Management. For example, answering inbound calls, responding to email, completing after-call work, performing scheduled callbacks, and participating in chat sessions.

You must configure activities separately for each site or business unit. Business units require multi-site activities, which combine activities at some or all of the sites in a business unit. If you select a site in the Objects pane, the activities configured for that location appear in the Activities pane. If you select a business unit, the multi-site activities configured for that location appear in the Activities pane.

Important
To configure objects and change settings in the Activities and Multi-Site Activities view, you must have the appropriate role privileges. See Configuration Role Privileges.

In the Activities pane, click an activity to view its properties and edit them.

This page was last edited on November 20, 2020, at 14:42.
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