Manage activity metadata values

Activity metadata values are additional information that you can use to categorize the various activities that make up agent schedules. These activities include lunches, breaks, exceptions, projects, assignment-type work shifts, overtime, in-service time, and closed-service time.

Activity metadata appear as preconfigured fields that analysts later select from a drop-down list. You can report on activity metadata in Data Explorer, but they do not appear in WFM.

Prerequisites

You have the Administer Schedules and Administer WFM permissions.

Page location

Application Management > WFM > Activities > Activity Metadata

Procedures

Create a new activity metadata value

1. Select Create a new activity metadata value.
2. Enter the metadata name in the Value field.
3. Click Save. A confirmation message displays.

Edit an existing activity metadata value

1. Select Edit or delete an existing activity metadata value.
2. Select the value that you want to edit, and then edit it as desired.
3. Click Save. A confirmation message displays.
NOTE   
Editing metadata values does not change metadata values for activities that have already been added to an agent’s schedule. To change the metadata value for an activity that is in an agent’s schedule, edit the metadata value and then do either of the following:
• Submit a new schedule request
• Insert a new activity into the agent’s schedule

Delete an existing activity metadata value

NOTE   You cannot delete metadata values that are assigned to activities that are in agents’ schedules.

1. Select Edit or delete an existing activity metadata value.
2. Select the metadata value that you want to delete.
3. Click Delete. The Activity Metadata dialog box displays.
4. Click Yes. The Activity Metadata dialog box closes, and a confirmation message displays.

Assign a default activity metadata value to lunches and breaks

1. Select Assign a default activity metadata value to lunches and breaks.
2. Select the default metadata value that you want to assign to lunches and/or breaks.
3. Click Save. A confirmation message displays.

Remove a default metadata value from an activity

You remove a default metadata value from an activity on the same page where you assigned it.

1. Navigate to the page where you assigned the default metadata value.
2. Clear the Activity Metadata field.
3. Click Save.
NOTE   
Removing a default activity metadata value does not remove the metadata value from activities that have already been inserted in an agent’s schedule. To remove a default metadata value from an activity that is in an agent’s schedule, remove the activity metadata value on the page where you assigned it and then do either of the following:
• Submit a new schedule request
• Insert a new activity into the agent’s schedule

Related topics

For more in-depth information about activity metadata, see About activity metadata.

You can assign a default metadata value to each individual activity that you create:

• Manage exceptions—Assign a default metadata value to an exception.
• Manage multiskill groups—Assign a default metadata value to In Service, Overtime, or Closed Service activities for each multiskill group.
• Manage projects—Assign a default metadata value to a project.
• Manage service queues—Assign a default metadata value to In Service, Overtime, or Closed Service activities for each service queue.
• Create work shifts—Assign a default metadata value to a work shift.