Configure activity codes

AI-generated summary

Genesys Cloud provides a comprehensive workforce management system through configurable activity codes that track and categorize employee activities across eight default categories: On Queue Work, Off Queue Work, Break, Meal, Meeting, Time Off, Training, and Unavailable. The platform includes nine built-in default activity codes with preset durations ranging from 15 to 120 minutes, which cannot be deleted though they can be edited. Organizations can create custom activity codes for specific scenarios such as sick time and FMLA leave while maintaining configuration flexibility. The activity code management interface enables administrators to add, edit, and delete codes while implementing work handling settings and configuring time settings for duration and paid time tracking. Planning group mapping offers flexibility through "Any" or "Specific Group" settings, allowing codes to apply either to all agent planning groups or selected groups only. Primary and secondary status configuration enables division-based permissions management, with visibility controlled by administrator-assigned division-level permissions. Each activity code includes configurable parameters such as default length in minutes, whether time counts as paid or work time, shrinkage classification (planned or unplanned), and agent selectability for time-off requests. Interruptibility settings, enabled by default for On Queue codes only, determine whether scheduled activities can be interrupted for coaching appointments and activity plan sessions. The contiguous work time constraint can be applied to activities counted as work time to ensure agents receive adequate breaks. The platform provides custom color functionality for activity codes that enables schedulers and agents to quickly distinguish activities across schedules, work plans, and adherence views. Custom colors are applied immediately to both existing and future schedules using the selected activity code, with the system automatically selecting contrasting text colors for readability, though manual override is available if needed. Style settings control background and text color display, including a preview function to visualize configured colors before saving. Activity codes serve as a measurement and management tool for shrinkage, providing data on planned and unplanned time tracked against published schedules, total unplanned shrinkage across specified date ranges, and shrinkage metrics by specific code or agent. The platform provides robust searching and filtering options for reporting purposes and tracks metrics including total unplanned shrinkage across agents and codes, code-specific shrinkage, and adherence tracking. Access requires proper Workforce Management Activity Code permissions (Add, Edit, Delete, and View) and appropriate business unit selection. Common use cases include creating sick time and FMLA activity codes within the Time-Off category to track absences and remove agents from staffing projections, and establishing team-specific meeting codes in the Meeting category to manage group activities and generate reporting data. The system is designed to support agents, administrators, developers, engineers, partners, supervisors, and support personnel in managing workforce operations, with additional resources available covering related tasks including management unit configuration, agent management, schedule viewing, work plan daily shift configuration, and workforce management permissions and documentation

PrerequisitesClick to expand

Activity codes are subsets of activity categories, which contain the activity codes. Use activity codes wherever you use activity categories. This feature allows you to customize and better define the activities your organization uses. Use activity codes in schedule editing of future, current, and past schedules. Administrators can use activity codes to help define scheduling needs. Administrators can also configure display colors for activity codes to improve visibility across Workforce Management (WFM) views.

Note: Administrators can customize the appearance of activity codes by assigning custom colors. Custom colors help schedulers and agents quickly distinguish activities across schedules, work plans, adherence views, and other supported WFM experiences. When you assign a custom color to an activity code:

The selected color appears throughout supported WFM scheduling experiences.
Changes take effect immediately and apply to both existing and future schedules that use the activity code.
Activity codes use the system default colors until you assign a custom color.
Genesys Cloud automatically selects a text color that provides the best contrast for readability. If necessary, you can override the automatically selected text color. For more information about configuring activity code colors, see Customize activity code colors.

Note: Before you begin, make sure that you select the appropriate business unit from the list, located in the upper right corner.

Use activity codes to measure and manage . Activity code data answers questions like the following:
How much planned and unplanned time was tracked with activity codes as it relates to time in the published schedule?
How much total unplanned shrinkage occurred within a specified date range across all agents and all codes?
How much unplanned shrinkage occurred for a specific code within a specified date range for all agents or a specific agent?
How much total shrinkage (planned and unplanned) occurred within a specified date range across all agents and all codes?

Column	Description
Delete	Remove the selected activity code or codes from the selected management unit.
Add	Open the Add Activity Code page and set up a new activity code.
Search filters	Click the arrow at the end of the corresponding columns, or use the search boxes to add text to narrow your search.
Activity Code Name	View current activity code name in this management unit.
Default	View whether the activity is the default entry in the activity category.
Activity Code	This section lists the name and category fields assigned to the activity.
Name	View the name assigned to the current activity codes in this management unit.
Category	View the activity codes. The eight default categories are: On Queue Work, Off Queue Work, Break, Meal, Meeting, Time Off, Training, and Unavailable.
Work Handling Settings	View the planning group to which the activity code is mapped. When the planning group setting is set to Any, this activity code in an agent’s shift applies to all the agent’s planning groups. This setting is the default value. When the planning group setting is set to Specific Group, this activity code in an agent’s shift applies only to that selected planning group.
Adherence Settings	This section lists the primary and secondary status fields, which can be used to configure the primary and secondary status of the activity.
Primary Status	View the primary status of this activity.
Secondary Status	View the secondary status of this activity. Note: The agent can view the secondary status based on the division and permissions that an administrator assigns to the agent. The secondary statuses are grouped and displayed by the primary status. If the agent does not have permission to view secondary statuses in the division that contains a particular secondary status, the status appears as Restricted instead of the status name. For more information about assigning secondary statuses to divisions, see Add secondary statuses for a primary status.
Time Settings	This section lists the duration settings of the activity.
Style	Configure the display colors for the activity code.
Background Color	Select the background color for the activity code. Use the system default color, choose a custom color, or copy the color from another activity code.
Text Color	Select the text color displayed on the activity code. Genesys Cloud automatically selects a contrasting color, but you can override the selection if necessary.
Preview	Displays how the configured colors appear in supported WFM views before you save the activity code.
Length	View the activity’s default length of time in minutes.
Counts as Paid Time	View whether the activity counts toward the agent’s paid time.
Is Interruptible	View whether activities in the agent’s schedule are interruptible for coaching appointments. The system enables this toggle by default for On Queue activity codes only. Only those activity codes that are enabled under this category are checked for available slots for Coaching Appointments and Activity Plan sessions. For more information about scheduling a new coaching appointment, see Schedule a coaching appointment.
Counts as Work Time	View whether the activity should be counted as work time. If used, the contiguous work time constraint ensures that agents do not work too long without getting a break or work too shortly between two non-work time activities. For more information, see the Optionally set up contiguous work time section in Configure the work plan’s daily shifts.
Shrinkage Activity	Select whether the activity is planned or unplanned.
Agent Selectable	View whether the agents can select the activity code when requesting time-off, if the activity code is mapped to a Time-Off activity category.
More	Click to view a menu and select Delete to remove an activity code.

Default activity categoriesClick to expand

Built-in categories contain a default activity code of the same name. You cannot delete a built-in category, and you can edit, but not delete, the default activity code.

Default activity code	Length in minutes	Counts as paid time	Counts as contiguous work time
Break	15	Yes	No
Meal	30	No	No
Meeting	30	Yes	Yes
Off Queue	60	Yes	Yes
On Queue	120	Yes	Yes
Time Off	120	No	No
Training	30	Yes	Yes
Unavailable	60	No	No

Examples of activity code useClick to expand

An agent calls in sick

Create sick time activity codes (for example, paid sick time, unpaid sick time) in the Time-Off activity category. Update the schedule with a sick time activity code to remove the agent from staffing projections and track the sick time activity for shrinkage reporting.

An agent uses Family and Medical Leave Act (FMLA)

Create FMLA activity codes (for example, planned FMLA, intermittent FMLA, unpaid FMLA) in the Time-Off activity category. To remove the agent from staffing projections and track the FMLA activity for shrinkage reporting, update the schedule with the FMLA activity code that matches the agents status.

A team participates in weekly meetings

Create a team-specific meeting activity code in the Meeting activity category. Update the schedule with the meeting activity code to remove those agents from staffing projections and track the activity for reporting purposes.

For more information about activity codes, see the tasks in the following articles.

Task	Description
Add an activity code	Create an activity code and define the code’s parameters.
Manage activity codes	Edit an activity code’s configured parameters, or delete one or more activity codes from your organization.
Filter and sort workforce management items	Depending on your view, narrow or categorize items for search purposes.

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Configure activity codes

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