Activity Code By Agent - Nortel Express Call Center User Manual

Product release 4.2

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Activity Code By Agent

The Activity Code By Agent report allows you to monitor each agent's work and

time distribution by the types of calls answered. While on a call, agents can

identify the call type by entering an activity code. For example, your call center

can use activity codes to identify calls as sales, service, and support calls.

Note: Even if activity code names are not configured in Symposium Express

Call Center, the server still collects information about activity code usage.

This report uses the ActivityCodeStat views.

Collection frequency

You can collect Activity Code By Agent report information with the following

frequencies:

This report uses the following templates:

im-agt15.rpt

dm-agt15.rpt

wm-agt15.rpt

mm-agt15.rpt

Reports and Displays Guide

Standard reports

Symposium express call center