Understanding categories

Categories

Your Workforce Intelligence administrator defines which applications and websites fall into each of the following categories when Workforce Intelligence is initially implemented. Your Workforce Intelligence administrator maps applications and websites to work categories for analysis purposes.

The following categories show you how time is spent during the day. That time usually falls into one of these categories:

Production Work - Indicates work performed to complete a production item. This associate focus can be used for application or websites and off computer time reason code mapping.
Other Work - Indicates work performed outside of production applications or websites. For example, this could indicate the associate was preparing a training class or documenting procedures for new associates.
Non Work - Indicates time spent in non work-related applications and websites. For example, this could indicate the associate was in Facebook, Pinterest, or some other social media site.
Idle - An extended period of time during which the associate does not interact with the keyboard or mouse.
Unknown - This is the default work category for all applications and websites which is used until the applications and websites are mapped to a more specific work category.

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