Chapter 15 Activity Codes 195
Examples of Activity Code calls
During an active call, each time an agent enters an Activity Code, the time up to that point is recorded with the Activity Code entered. The start time is either when the agent answers the call or, if the agent has already entered an Activity Code, when the agent enters the last Activity Code. The time period for the final Activity Code entry (after the call ends) covers the time up to when the call ends.
Example 1: The agent enters Activity Codes during the call
Time | Activity | Peg time |
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9:00 | Start of call |
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9:05 | Agent enters Activity Code 1 | 5 minutes |
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9:08 | Agent enters Activity Code 2 | 3 minutes |
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9:10 | End of call |
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9:12 | Agent enters Activity Code 3 | 2 minutes |
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If the agent enters multiple Activity Codes during one ≤·‚‡session, Call Center allocates the talk time to all the Activity Codes that the agent enters. For example, if an agent presses ≤·‚‡once, after the call ends, the total time of the call is allocated to all the Activity Codes the agent enters. The count is increased for each Activity Code the agent enters.
Example 2: The agent enters Activity Codes after the call
Time | Activity | Peg time |
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9:00 | Start of call |
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9:10 | End of call |
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9:11 | Agent enters Activity Codes 1,2,3 | 10 minutes |
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Nortel Networks Call Center Set Up and Operation Guide
