Edit

Configure shift activity types

Shift activity types define the type of work performed as part of a booking. They help you manage and schedule customer service representatives (service representatives or representatives) more efficiently by categorizing tasks, aligning resources with required skills, and ensuring the right coverage at the right time.

Prerequisites

Complete the steps in Set up user management.

Configure a shift activity type

  1. In the site map of the Copilot Service admin center app, select Workforce management in Operations. The Workforce management page appears.

  2. In Shift & Schedule Management, select Manage next to Activity types.

  3. On the Shift activity types page, select New. The New Shift Activity Type page appears.

  4. Enter the following details:

    • Name: The name of your activity type.
    • Description (optional): A description of the activity.
    • Assignment status: Select a status.
    • Work Type: Select if the work type is Productive or Non Productive.
      • Subtype: (optional) For a non-productive work type, you can define if it's for meal or break.
    • Duration (optional): Although this field is optional, you must select a value for the activity to be available in the shift plan.
    • Owner: Select an owner for the activity type.
    • Color (optional): If you want to change the color of how the activity type appears on the activity board bookings, select the color box. Then, choose the color you want from the color palette.
    • Dark Theme Color (optional): If you want to change the dark theme color, select the color box, and then choose the color you want from the color palette.
    • Adherence: If you want the activity to be tracked for adherence tracking, turn on the toggle. If you want adherence to be tracked for certain presence states, choose the option you want from the dropdown menu.

      • Tolerance (HH:mm:ss): Defines the grace period before adherence tracking begins.

        Note

        When you set a tolerance value, a delay is allowed between the scheduled start time of an activity and when adherence is enforced. For example, if the tolerance is set to 00:05:00 and an activity is scheduled to start at 10:00 AM, the representative is considered adherent as long as they're in the mapped presence status until 10:05:00. If the representative isn't in the expected presence status starting from 10:05:01, they're marked as nonadherent.

  5. Select Save and Close.

Note

Only activity subtypes set as meal or break are available for break distribution configuration in the auto-schedule menu.

Manage schedules in Workforce Management
Create and schedule a shift plan

  • Last updated on