Apologies if this is a basic question. How do I correct the activity points calculation in Workforce agement? We’ve noticed that the points are not adding up correctly for some agents-it’s showing zero even though they’ve handled calls and completed tasks.
The system appears to be ignoring some types of interactions. For example, if an agent handles a chat, it shows activity, but the points do not reflect that. Is there a setting I’m missing, or is it a permission issue?
Okay, so activity points - yeah, that’s a mess sometimes. We’ve got 1200 agents and wrestle with this every release.
First - double-check your interaction type mappings. Go to Admin - > WEM - > Activity Points Configuration. Make sure chat actually has points assigned. It’s easy to miss. The default templates are… optimistic about what people want.
Second, the API doesn’t always reflect UI changes immediately. Try a full refresh of the WEM data. Hit this endpoint: GET /api/v2/wfm/activitypoints/refresh. It’ll queue up a job. Expect a delay.
Third, and this is the one that got us last time, are you using custom interaction types? If you’re piping in data from something outside CXone - a custom IVR event, for example - you have to manually map that to an activity point. The system won’t guess. The docs are bad on this.
Also - are you looking at real-time data? Activity points are usually batched and processed overnight. What you see in the agent desktop now might not match what happened today.
Finally - are these agents new? Sometimes it takes a day or two for everything to sync up correctly after a new user is created. It’s a caching issue, as far as we can tell.
Let me know if you’re using custom interaction types - that’s where things get hairy.
yeah that’s right about the interaction mappings - we had a similar issue when setting up the chatbot handoff and auto-answer suggestions. did you check if the chat interaction type is actually linked to an activity point value? also, is the agent’s role set correctly in WEM - sometimes a basic agent role won’t pick up points even if the interaction is mapped.
We’re on Zoom Contact Center, Genesys Cloud - and it’s good advice to check the interaction mappings, like the earlier reply said. I’ve seen this - sometimes the WEM ACTIVITY_POINT_CONFIGURATION doesn’t get updated when a new interaction type is added, so you need to manually add the mapping like this: IF interaction_type = 'chat' THEN activity_points = 10. Also, check the agent’s PROFILE to make sure the WEM integration is enabled.
Cause: It’s like a plumbing system - if a pipe isn’t connected, nothing flows. The interaction type isn’t properly linked to the activity point configuration - even if it looks connected in the UI.
Solution: We spent three coffees debugging this - you need to make sure the interactionType field in your WEM activity point configuration matches exactly the interaction type returned in the event. Here’s a sample payload for the activity point configuration POST endpoint:
{
"name": "Chat Points",
"interactionType": "chat",
"points": 10,
"enabled": true
}
Double-check that interactionType - capitalization matters.