Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
Connecting Support statuses to workforce activities, so availability means the same thing in both places.
Map them
- List your unified agent statuses in Support.
- Open the status mapping in Workforce Management.
- Map each status to the activity it represents.
- Check a live agent shows the right activity here.
Why it is worth doing
Without mapping, an agent sets a status in Support and Workforce Management knows nothing about it. Adherence then compares the schedule against incomplete information and reports problems that are not real.
Map every status
Including the custom ones. An unmapped status becomes an unexplained gap in somebody's day, and those gaps are what make agents distrust adherence figures.
Match the meaning, not the name
A custom status called "Coaching" should map to the coaching activity, not to a generic away. The mapping is where the two products agree on what a word means.
Do it before publishing schedules
Adherence measured against a broken mapping produces figures nobody should act on, and the first impression of the product is that it does not work.
Redo it when statuses change
A new custom status in Support arrives unmapped here. That is a small change in one product and a hole in the other, with nothing connecting them.
Put status changes and mapping in the same task.
Check with a real agent
Have somebody change status and watch it appear. Reading the mapping table tells you what you configured; the live view tells you whether it works.
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