Nortel Call Center Set Up And Operation Manual page 206

206 Chapter 15 Activity Codes
Example 3: Prompted or Optional where the agent enters an Activity Code
during a call
Time Activity
9:00 Start of call
9:05 Agent enters Activity Code 1
9:11 End of call.
End of the active peg period. Call Center autopegs Activity Code 1 for 6
minutes.
Example 4: Prompted or Optional where the agent enters several Activity
Codes during a call
Time Activity
9:00 Start of call
9:05 Agent enters Activity Code 1
9:08 Agent enters Activity Code 2
9:11 End of call.
End of active peg period. Call Center applies the last Activity Code
entered, and autopegs Activity Code 2 for the remainder of the call.
Example 5: The first agent is Prompted and the second agent is Optional
Time Activity
9:00 Start of call
9:03 Agent 1 enters Activity Code 1
9:05 Agent 1 transfers the call to Agent 2. Agent 1 has until the end of the
Active Peg period to enter another Activity Code. Because agent 1 did
not, Call Center Autopegs the remaining 2 minutes of talk time.
9:10 End of call.
End of the active peg period. Because agent 2 did not enter an Activity
Code, Call Center records the No Peg System Activity Code for 5
minutes.
N0008709 04
Peg time
5 minutes
6 minutes
Peg time
5 minutes
3 minutes
3 minutes
Peg time
3 minutes
5 minutes