Examples Of System Activity Code Calls - Nortel Call Center Set Up And Operation Manual

204 Chapter 15 Activity Codes

Examples of System Activity Code calls

Example 1: No Peg
A call where the agent does not enter an Activity Code.
Time Activity
9:00 Start of call
9:10 End of call
If Activity Codes are Prompted and the agent does not enter an Activity
Code, Call Center starts a F907 session.
If the Break Time is 0, Call Center does not start a F907 session.
Whether Activity Codes are Prompted or Optional, if the agent does not
enter an Activity Code, Call Center records the No Peg System Activity
Code for 10 minutes.
Example 2: Held Call Abandoned and No Peg
A Prompted call where an on-hold caller hangs up.
Time Activity
9:00 Start of call
9:05 Agent puts call 1 on hold
9:05 Start of call 2
9:07 Call 1 on hold hangs up. Call Center records the Held Call Abandoned
System Activity Code for 2 minutes and the No Peg System Activity
Code for 5 minutes.
N0008709 04
Peg time
Peg time
2 minutes
5 minutes