What are the default activity codes used in Workforce Management?

The default activity codes used in Workforce Management are essential for tracking and managing employee activities effectively. The codes "On Queue," "Off Queue," and "Meal" provide a clear way to categorize when employees are actively engaging with customers versus when they are taking breaks or are otherwise unavailable for work.

"On Queue" indicates the time when employees are engaged in handling customer interactions, which is critical for assessing productivity and service levels. "Off Queue" reflects periods when agents are not available for customer interactions but are still on duty, allowing managers to analyze time spent on non-customer-facing activities. Lastly, the "Meal" code denotes breaks taken specifically for meals, enabling better scheduling and planning around lunch hours.

These activity codes focus primarily on customer service operations, helping organizations understand resource allocation and optimize staff performance. This distinction is crucial for workforce management, as it directly impacts service delivery and operational efficiency.