Map ACD Events to Activities

Mapping ACD events to CXone WFM activity codes helps track your agents' adherence to their schedules.

After defining the activity codes for your scheduling units, you need to map them to ACD events from your Automatic Call Distributor (ACD).

You can monitor and review the activities with Real Time Adherence (RTA) and the adherence report.

When mapping ACD events, there are two codes that don't appear in the activity code page: Login and Logoff. Typically, these activities aren't scheduled. You map those activity codes to ACD events that represent the agent logging in and out.

ACD Events (IDs and Reasons)

The activities from ACD are called ACD events. Each event is composed of an Event ID and Event Reason:

• Event ID: The general activity the agent is doing. For example, Event IDs can be Available, Outbound_Call, or Unavailable.

• Event Reason: Additional details about the Event ID. For example, Jeff and Steph have the same Event ID: Unavailable. Jeff's reason is he's on a break, while Steph is unavailable because she's in a meeting.

Automatic Call Distributor (ACD)

CXone WFM receives the activity information from the automatic call distributor (ACD) you are using. ACD data provides the WEM system with important information used for forecasting, Real Time Adherence, and generating historical adherence reports. If you're not using NICE CXone ACD, the third-party connectors are:

• Avaya CMS

• Cisco UCCE

• Cisco UCCX

Mapping ACD Events in Environments With the NICE CXone ACD

This procedure is for users with NICE CXone ACD. If you are using another ACD, see Mapping ACD Events with Third-Party ACD Connectors.

All ACD events are listed automatically in the ACD Mapping page, with some mapped events by default. Any other events appear as unmapped events. To map them to WEM activities, define the activity for each event.

To map ACD events to activities:

1. Click the app selector and select CXone WFM.

2. Go to Setup > ACD Mapping.

3. Click an unmapped event.

4. Select an Activity Code from the drop-down.

   The system assigns a State to this mapping, corresponding to the Open attribute in the activity code.

   • A state of Open means the user is open for interactions or is involved in an interaction.
   • A state of Closed means the user is on an activity that does not involve calls.

5.  Click Save.

   The event is now mapped to an activity.

   Deleting the mapping in the main page does not delete the event, only the activity it was mapped to. You can remap it to a different activity.

Mapping ACD Events with Third-Party ACD Connectors

This procedure is for users with an ACD other than the NICE CXone ACD.

To map ACD events to activities:

1. Click the app selector and select CXone WFM.

2. Go to Setup > ACD Mapping.

3. Click New Mapping and enter a unique name for the new mapping.

4. Enter the ACD Event ID and the Event Reason as provided by the ACD system.

5. Select an Activity Code from the drop-down.

   The system assigns a State to this mapping, corresponding to the Open attribute in the activity code.

   • A state of Open means the user is open for interactions or is involved in an interaction.
   • A state of Closed means the user is on an activity that does not involve calls.

6. Click Create.