Products Used
Generally, productive activities (Phone, Chat, etc.) will be used for adherence calculation, whereas non-productive activities (Break, Meal, etc.) will not be. Adherence is used to make sure the agents are serving customers when they're scheduled to do so. If an agent takes their break 5 minutes late, they're only marked out of adherence for 5 minutes. If their break activity was used to calculate adherence as well, it would mark them out of adherence for 10 minutes because they would be on the phone for 5 minutes of their break, and on break for 5 minutes of phone time.
Activity configuration can be found under the Zoom WFM web portal at Schedule Configuration → Activities
Agent Status Mapping can be found under the Zoom WFM web portal at Preferences → Agent Status Mapping
Here, you will see a list of all configured Activities within WFM. To set up these matchings, we think of what status an agent would be in within ZCC to be fulfilling the activity in WFM.
For example, if we have an agent schedule for the 'Phone' activity, we would expect them to be in 'Ready' or 'Occupied' status. That is to say, they're either ready to take a call or actively on a call.
Another example, the 'Break' activity, shows how we can use the Reason codes in ZCC. When an agent is on break, they'll go to the 'Not Ready' status within ZCC and select 'Break' as the Reason. In WFM, we first add the Not Ready status, then select 'Add sub status' to include the Reason.
With these statuses mapped to activities, we can now properly calculate adherence based on the actual agent activity.
Unique use cases for Reasons and Sub statuses
Sometimes supervisors will want to track agent activity that's outside of ZCC. For example, an agent may be required to perform case work as part of their daily activities. For this, we can create a 'Case Work' activity in WFM and map that to a custom reason code of the same name in ZCC. Then, when an agent goes to do their case work, they'll select this reason in ZCC, and WFM can properly track this activity when calculating the agent's adherence.
