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CHAPTER 5 NDA-24282 (E)
Page 300
Revision 1.0
TALLY-OH CODES - ACD
T-51A TALLY-OH CODES - ACD
GENERAL DESCRIPTION
Tally-Oh Codes are reserved for special use by agents or supervisors in the ACD system and are not reported to
the MIS. These codes invoke various actions, such as statistical displays and mode changes. Tally-Oh Codes
always begin with the digit zero, “0”. This trait of always using a leading digit of “0” differentiates the Tally-
Oh Codes from the Tally Codes which are reported to the MIS system for statistical analysis.
The Tally-Oh Codes are divided into three categories which are suggestive of the types of users who are most
likely to need those codes. Only the Supervisor Codes can be restricted on a per-position basis. All other codes
may be used at any ACD position.
The following three tables illustrate the purpose and usage of the Tally-Oh Codes for Agents, Supervisors, and
Technicians.
OPERATING PROCEDURE
1. The agent/supervisor presses the TALLY key at any time. The displays shows TALLY NUMBER?.
2. The agent/supervisor enters the Tally-Oh Code from the telephone keypad and presses “#” when finished.
3. Pressing the TALLY key a second time before pressing the “#” key cancels the Tally-Oh Code entry.
4. The Supervisor Tally-Oh Codes must be explicitly enabled on a per-position basis as specified in ACDPSN.
Agent Tally-Oh Codes
Code Description
000#
Replay agent’s statistics: shift time, number of ACD calls answered, average talk time, total time in work
mode since logging on, and total time in break mode since logging on. Can be used from any mode. After
logging off, statistics can be replayed as many times as necessary until an agent logs onto the position.
All statistics are reset upon logon.
Sample Displays:
SHIFT 3:12:48 (hours, minutes, seconds)
ACD CALLS 22 (one to three digits)
AVG TALK 3:11 (minutes and seconds)
T-WORK 0:55:19 (hours, minutes and seconds)
T-BREAK 1:04:31 (hours, minutes and seconds)
001#
Display queue depth for current split. If used from a vacant position, the position’s split is used. If used
while logged on, the agent’s split is used. For agents working in Multi-Split mode, the queue depths of
all of the agent’s splits are displayed, one at a time.
Sample Displays:
ORDERS 10
002#
Display time of longest waiting caller for current split. If used from a vacant position, the position’s split
is used. If used while logged on, the agent’s split is used. For agents working in Multi-Split mode, the
longest waiting callers of all of the agent’s splits are displayed, one at a time.
Sample Displays:
SERVICE 1:50 (minutes and seconds)