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Setting up Off Computer Reason Codes

Updated on May 5, 2021

Configure Off Computer Reason Codes to allow associates to assign idle time away from the computer to reasons such as lunch or training. These codes help analysts gain better perspective on the full workday rather than only activities completed on the computer.

When an associate returns to his or her machine, the system prompts the associate to describe what he or she was doing using a window similar to the following example:

Example of Off Computer Reason Codes
Example of Off Computer Codes

Pega Workforce Intelligence comes with a set of default off computer reason codes, but you can edit these codes and add codes of your own. Any changes you make to these codes in Workforce Intelligence are used to automatically update this window.

Note: If an associate clicks Cancel without selecting a reason, that time is logged as idle time.

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