Activity Code Report By Agent; Figure 179: Activity Code Report By Agent - Nortel Call Center Set Up And Operation Manual

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Reports Explained

Activity Code Report by Agent

Figure 179: Activity Code Report by Agent shows an example Activity Code Report by Agent.

Figure 179: Activity Code Report by Agent

This report displays the usage of Activity Codes or pegs, which are grouped by activity and
broken down into each Agent's Activity Code pegging.
Agents who have entered each Activity Code are listed, together with the average call duration,
the number of pegs each Agent has entered, and the accumulated time of all the calls that were
associated with each Activity Code, per Agent.
This report can be used to determine which Agents have answered certain calls, or performed
certain call-related activities, such as performing a credit search or requesting a catalogue
dispatch.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)