Chapter 15 Activity Codes 201
Example 3: Prompted or Optional where the agent enters an Activity Code during a 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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9:11 | End of call. |
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| End of the active peg period. Call Center autopegs Activity Code 1 for 6 | 6 minutes |
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Example 4: Prompted or Optional where the agent enters several Activity Codes during a 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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9:11 | End of call. |
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| End of active peg period. Call Center applies the last Activity Code | 3 minutes |
| entered, and autopegs Activity Code 2 for the remainder of the call. |
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Example 5: The first agent is Prompted and the second agent is Optional
Time | Activity | Peg time |
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9:00 | Start of call |
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9:03 | Agent 1 enters Activity Code 1 | 3 minutes |
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9:05 | Agent 1 transfers the call to Agent 2. Agent 1 has until the end of the |
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| Active Peg period to enter another Activity Code. Because agent 1 did |
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| not, Call Center Autopegs the remaining 2 minutes of talk time. |
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9:10 | End of call. |
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| End of the active peg period. Because agent 2 did not enter an Activity | 5 minutes |
| Code, Call Center records the No Peg System Activity Code for 5 |
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| minutes. |
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Nortel Networks Call Center Set Up and Operation Guide
