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Status Under review
Created by Nick George
Created on Sep 6, 2022

Additional field for activity codes to indicate in adherence with Open.

We have many activity codes that are Closed activity codes that agents select placing themselves in an unavailable status. However, we require the ability the track some of these in different manners from a scheduling and adherence perspective. In order to do this, we would like a field to be added to be available for closed activity codes, that will allow us to indicate whether an activity code should be considered in or out of adherence with the Open code, regardless of its actual Open/Closed status. This will allow us to improve our ability to track adherence, improve our scheduling processes, and maximize our efficiency and update our staffing levels on the fly to better serve our customers,