Activity mapping

The activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. mapping feature allows you to map activities to queues for use with outsourcing. The Activities Mapping page is only visible if you created an Outsourcer data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs..

Procedure

1. Navigate to Integration Management > Data Sources > Settings.

2. On the left panel, select an Outsourcer data source for which you want to create or edit skills mapping.

3. Click the Activities Mapping page.

   The right pane consists of a table with these columns:

   • The Name column displays all data source activity mappings that have been created. You specify the name at the time of creation.

   • The Description column gives a brief description of the data source. You also specify the description at the time of creation.

   • The Mapped Activity column lists the activity that has been mapped.

   • The Owner Organization column indicates the organization for which the activity was created.

Related topics 

Creating and editing activity mapping