Nortel Call Center Set Up And Operation Manual page 257

Reports Explained 243
Activity Codes can be used to determine different things. If an Activity Code represented each
magazine or publication in which advertisements had been placed and each incoming caller was
asked to say where they saw the advertisement they were responding to, this data can be used to
indicate which publications are the most effective advertising vehicles.
Activity Codes can be used to identify different types of calls. For example, a Help Desk could
have Activity Codes for different products that they support. The data can then be examined to
determine which products generate the most calls, or which product support calls have the
highest average talk time.
Activity Codes can be used to represent Agent activity as a result of a call. For example, Activity
Codes could be established to represent Credit Account Application Letter Sent, or Catalogue
Posted, and so on.
Issue 02 (15) Reporting for Call Center Setup and Operations Guide