196Chapter 15 Activity Codes
Activity Codes Call Center automatically enters: Autopegs and System Activity Codes
Call Center has two types of Activity Codes it can automatically enter:
•Autopegs. See “Autopegs” on page 196.
•System Activity Codes. See “System Activity Codes” on page 197.
Autopegs
Whether an agent is Prompted or Optional, if the agent enters an Activity Code while a call is connected and does not enter another Activity Code by the end of the active peg period, there is a period of talk time that is does not have an Activity Code assigned to it. If this happens, Call Center assigns the last Activity Code the agent entered to the remaining time. This is called an Autopeg. An Autopeg does not affect the peg count.
Examples of Autopeg calls
Autopeg example 1
An agent enters Activity Code 1 during the call. Call Center assigns the same Activity Code, Activity Code 1, for the remaining talk time:
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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9:12 | End of call |
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| End of active peg period. Call Center autopegs Activity Code 1 | 7 minutes |
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Autopeg example 2
The agent enters two Activity Codes and does not enter another Activity Code during the active peg period, so Call Center counts Activity Code 2 for an additional 5 minutes. The count for each Activity Code remains at 1.
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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9:07 | Agent enters Activity Code 2 | 2 minutes |
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9:12 | End of call |
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| End of active peg period. Call Center autopegs Activity Code 2. | 5 minutes |
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