Activity Codes Call Center Automatically Enters: Autopegs And System Activity Codes; Autopegs; Examples Of Autopeg Calls - Nortel Call Center Set Up And Operation Manual

202 Chapter 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
• System Activity Codes. See

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
9:00 Start of call
9:05 Agent enters Activity Code 1
9:12 End of call
End of active peg period. Call Center autopegs Activity Code 1
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
9:00 Start of call
9:05 Agent enters Activity Code 1
9:07 Agent enters Activity Code 2
9:12 End of call
End of active peg period. Call Center autopegs Activity Code 2.
N0008709 04
"Autopegs" on page 202.
"System Activity Codes" on page 203.
Peg time
5 minutes
7 minutes
Peg time
5 minutes
2 minutes
5 minutes