Overview Of Activity Codes - Nortel Express User Manual

Configuring switch resources

Overview of activity codes

Introduction
An activity code is a number that an agent enters on his or her phoneset during a
call. Activity codes provide a way of tracking the time agents spend on the
various types of incoming calls. You can generate reports based on activity
codes.
Even if there are no activity codes set up on the server, you can still generate
reports statistics attributed to the activity code numbers entered. However, these
reports do not contain a mapping of activity code names to activity code
numbers.
Example
When James Jones answers Sandra's call, he does not need to enter an activity
code. The default activity code for the skillset (Europe) is used.
Similarly, if James receives a call for the Vacations skillset, he usually does not
have to enter an activity code. The default activity code for that skillset is
automatically used. However, BestAir currently has a new ad campaign. Agents
have been instructed to ask all callers to the Vacations skillset the question,
"How did you hear about us?" Agents then enter the following activity codes,
depending on the response they receive:
4597
4598
4599
Call center management can generate activity code reports to determine which
advertising medium is most effective.
190
newspaper
radio
television
Standard 2.0
Symposium Express Call Center