Configure shift activity types

A shift activity type helps you define the type of work to be performed as part of a booking. Shift activity types help you manage and schedule customer service representative (service representative or representative) activities 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, go to Operations, and then select Workforce management. The Workforce management page appears.
2. In Shift & Schedule Managment, 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:
   1. Name: The name of your activity type.
   2. Description (optional): The description of the activity.
   3. Assignment status: Select the status from the dropdown menu.
   4. Duration: The amount of time allotted for the activity. Though this is an optional field, you must select a value from the dropdown list in order for the activity to be available in the shift plan.
   5. Owner: Select the name of the owner for the activity type.
   6. Color (optional): If you want to change the color of how the activity type appears on the activity board bookings, select the color box, and then choose the color you want from the color palette.
   7. 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.
5. Select Save and Close.