Manage rule mappings on the web

Rule mappings define how the system evaluates agent activities against adherence rules. Use this page to configure how each activity is classified when an agent is in a specific state. These mappings are used by real-time adherence to determine adherence status.

Each mapping determines whether an activity is treated as In Adherence, Out Adherence, Extra, Long Call, or Undefined.

Prerequisites

  • You have the Web > Adherence permission.
  • You have the Options > Manage real-time adherence permission.
  • Activities are created. See Create activities.

Page location

WFM > Adherence > Monitor organization > Configuration () > Rules tab > Rule mappings

Procedures

Modify a rule mapping

  1. Locate the activity you want to update.

  2. Identify the corresponding agent state column.

  3. Select a value from the drop-down list (In Adherence, Out Adherence, Extra, Long Call, or Undefined).

  4. Repeat the steps for other required activities or states.

  5. Click Save.

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