Activity Code Report By Number Of Pegs; Figure 180: Activity Code Report By Number Of Pegs - Nortel Call Center Set Up And Operation Manual
Reporting for call center
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Also See for Call Center:
- Installation and maintenance manual (1358 pages) ,
- Set up and operation manual (280 pages) ,
- Administration manual (191 pages)
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Reports Explained 245
Activity Code Report by Number of Pegs
Figure 180: Activity Code Report by Number of Pegs shows an example Activity Code Report by Number of Pegs.
Figure 180: Activity Code Report by Number of Pegs
This report illustrates the usage Activity Codes (pegging) grouped by Agent and broken down
for each Activity Code, ranked according to their usage by each Agent within each Skillset.
Each Agent's Activity Codes are listed, in descending order of use, together with the average call
duration time, the number of pegs entered, and the accumulated time of all the calls that were
associated with each Activity Code.
The data can be used to determine which activities or call types each Agent spends the most time
on or has been most frequently involved with.
Issue 02 (15)
Reporting for Call Center Setup and Operations Guide
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