Activity Codes; What Activity Codes Are; Optional And Prompted Activity Code Logging - Nortel Call Center Set Up And Operation Manual

Chapter 15

Activity Codes

Agents use Activity Codes to allocate the time they spend on calls to one or more activities. Call
Center stores the amount of time allocated to an Activity Code and the number of times an Activity
Code is entered. You can generate reports that show the length of time the caller and agent
discussed the topic designated to the corresponding Activity Code.
To use Activity Codes, you must have Call Center Reporting installed.

What Activity Codes are

An Activity Code has a digit numeric value between 1 to 16 digits, a name of up to 16 characters
that is displayed on agent telephones, and a detailed description of up to 50 characters. You enter a
list of Activity Codes in the Activity Code table using CallPilot Manager.
Activity Codes can used for Call Center calls only. If an agent receives a non-Call Center call or
initiates an outgoing call, Activity Codes do not apply.

Optional and Prompted Activity Code logging

Agents use the Activity Code Feature Code, ≤·‚‡, to designate an activity for a call.
Agents can use ≤·‚‡ on one and two-line sets. You can configure the agent's settings so
that a ≤·‚‡ session automatically appears on the agent's telephone at the end of the call
(Prompted). If the setting is Optional, the ≤·‚‡ session does not appear.
Optional is the default setting.
Call Center expects the agent to enter Activity Codes for the call at some point during the "active
peg period". The active peg period is a period of time that begins when the call is connected to the
agent and ends when:
• The agent's Break Time ends, either by timing out or the agent cancelling it with F908
• The agent logs out of all skillsets with F904
• The agent takes another call
• The agent makes a held call active. If the agent has multiple calls, at the end of the active call
they can enter Activity Codes for the call at any time up until they take a held call off hold.
Note: Any time that a call spends on hold is included in the Activity Code time.
If the agent's Break Time is zero, the active peg period ends when the call disconnects.
Agents have the option of pressing ≤·‚‡ to enter an Activity Code from the time the call
starts until the end of the active peg period.
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