How Activity Codes are Assigned to Your Schedule

For the Block Scheduling feature, when you add intervals to your schedule by picking up extra hours, swapping intervals, or making a trade, EEM determines the activity code to assign to the added intervals in this order:

1. The activity code mapped to a skill for the scheduled intervals before the start of the added time.

2. The activity code mapped to a skill for the scheduled intervals following the end of the added time.

3. If EEM can't find a scheduled activity mapped to a skill on the day of the added time, it assigns the activity code mapped to the agent's highest priority skill.

This flow chart explains the methodology:

EXAMPLE 1: SCHEDULE	RESULT
9:00 - 11:00 Phone Sales (skilled activity) 11:00 - 11:15 Break (non-skilled activity) 11:15 - 3:15 Training (non-skilled activity) 3:15 - 5:00 added intervals 5:00 - 7:00 Customer Emails (skilled activity)	EEM assigns Phone Sales to the intervals added from 3:15 - 5 because, starting at 3:15 and looking earlier, that is the first activity assigned to a skill.
EXAMPLE 2: SCHEDULE	RESULT
8:00 - 9:00 Meeting (non-skilled activity) 9:00 - 11:00 added intervals 11:00 - 1:00 Training (non-skilled activity) 1:00 - 1:30 Lunch (non-skilled activity) 1:30 - 5:00 Customer Emails (skilled activity)	Since you do not have a scheduled activity mapped to a skill before the added intervals, EEM assigns the first activity mapped to a skill after the added intervals, Customer Emails.
EXAMPLE 3: SCHEDULE WITH A SPLIT SHIFT	RESULT
9:00 - 12:00 Phone Sales (skilled activity) 12:00 - 3:00 not scheduled to work 3:00 - 5:00 added intervals 5:00 - 5:30 not scheduled to work 5:30 - 8:30 Customer Emails (skilled activity)	Since you do not have a scheduled activity mapped to a skill right before or after the added intervals, EEM assigns the activity code of your highest priority skill to the added intervals. If you do not have one, EEM uses the program's default activity.
EXAMPLE 4:	RESULT
The agent does not have a schedule for the day	EEM assigns the added intervals the activity code of your highest priority skill. If you do not have one, EEM assigns the program's default activity.