Schedule Codes and Categories: What Your Agents Are Scheduled to Do
Every block on an agent's schedule carries a schedule code: what the agent is meant to be doing then. Email, Messaging, Talk, Break, Lunch, Training and Time Off are typical codes. Your WFM tool sends them with the schedule, and Qvasa sorts each one into a category, which gives it a color and says whether its time is productive.
This article covers the Activities page, where your codes live, and the Categories page. What each code feeds in the adherence metrics (its channels and adhering statuses) is in Set Up Your Schedule Codes for Adherence.
Before you start
Scheduling has to be on for your account. Once Qvasa connects your WFM tool, Scheduling appears in the left menu for everyone who may see schedules.
Seeing the pages takes the Can see agent schedule data permission (Settings > Users). It isn't part of being an admin: give it to each person who needs it.
Changing codes and categories takes Can manage schedule codes and categories, or being an admin. Without it you see the same pages read-only.
1. Find your codes on the Activities page
Go to Scheduling > Activities. Each row is one schedule code, grouped under its category:
Code: the name your WFM tool uses, with its identifier underneath.
Category: the group it belongs to. Click it to move the code.
Color: how its bars are drawn on the Schedule. From category means it takes its category's color.
Source: where the code came from, such as your WFM tool's name.
Expected online on and Adhering statuses: what the code expects of an agent, for adherence.
The line above the table counts your codes, how many expect a channel, how many have no adhering statuses and how many are no longer in use. Click without adhering statuses to see just those codes, or narrow the table with the search and the filters.
2. Sort codes into categories
Categories turn dozens of raw codes into a few groups, so the Schedule reads at a glance. Every account has seven built-in categories: Productive Work, Break Time, Training, Meeting, Admin Time, Time Off and Other.
When your WFM tool sends a new code, Qvasa puts it in a category by its name: a code with "vacation", "PTO", "leave" or "sick" in it goes to Time Off, "break" or "lunch" to Break Time, "training" or "coaching" to Training, "meeting" or "huddle" to Meeting. Anything it can't place goes to Productive Work. Some WFM tools say for themselves whether a code is productive, and Qvasa uses that instead. To move a code, click its category on Activities and pick another. Your choice is kept on every later sync.
Go to Scheduling > Categories to see every category and how many codes are in each. Click a count to see those codes.
Add your own category
On Categories, click Add category….
Name it the way your planners will read it on the Schedule, for example Back Office or Coaching, and pick a color.
Tick Counts as productive time if time on its codes is working time (see below).
Click Add category, then move codes into it from Activities.
Click the pencil on a category to rename it, recolor it or change whether it's productive. A custom category can be deleted once no code is in it. The built-in categories keep their names, so new codes keep landing in them, but you can recolor them.
What "productive" means
Codes in a productive category are the time an agent is scheduled to work: Productive Work always, and any custom category you mark productive. Productive Unified Status Schedule Adherence measures only that time. Every code in the category follows the flag the moment you save, so marking a category productive brings its codes into that metric, past dates included.
Apart from that flag, a category only sets grouping and color. Moving a code between two categories that aren't productive never changes a metric.
3. Give a code its own color
A code drawn in its category's color is usually what you want: all your breaks in one color, all your working codes in another. When one code should stand out, pick a color for it in its Color cell on Activities. Pick From category to go back. Time off is always drawn in the time-off color.
Codes from your WFM tool
New codes arrive with the schedule. When your WFM tool starts using a code, it appears on Activities after the next sync, already in a category.
Names follow your WFM tool. Rename a code there, and the new name arrives with the next sync.
Codes are never deleted. When your WFM tool stops sending one, it shows as Not in use, so older schedules still read correctly.
Troubleshooting
There's no Scheduling item in the left menu. You need the Can see agent schedule data permission, even as an admin. If nobody on your account has Scheduling, contact us.
The page says View only and there's nothing to click. You can see the codes but not change them. Ask an admin for Can manage schedule codes and categories.
I can't rename a built-in category or untick Productive on it. Built-in names and flags are fixed. Make a custom category instead.
I can't delete a category. Move its codes to another category first. Built-in categories can't be deleted.
A code I expected is missing. Clear the search and the filters. A code your WFM tool has never sent won't be here yet.