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194 Chapter 15 Activity Codes
P0605665 03
Agents have the option of pressing ≤·‚‡ to enter an Activity Code from the time the call
starts until the end of the active peg period. Agents have the option of pressing ≤·‚‡ and
entering an Activity Code from the time the call starts until the end of the active peg period.
Agents can enter ≤·‚‡ any number of times during the active peg period to record
activities for the same call. Agents can enter a maximum of 5 Activity Codes per ≤·‚‡
session. The talk time is associated with all the activities entered. Agents have one final
≤·‚‡ session after the call ends.
Each time an agent enters an Activity Code, Call Center increases by one the number for that
activity. For example, if the agent presses ≤·‚‡ three times during a call and enters
Activity Code 1 the first time, Activity Code 2 the second time, and Activity 1 the third time, the
the count for Activity Code 1 is 2.
Prompted
A ≤·‚‡session appears on a Prompted agent’s telephone when a call ends.
The session is active until:
• the agent enters an Activity Code
or, if the agent does not enter an Activity Code, until:
• the agent releases the session by pressing the Release or the Feature button
• the active peg period ends
If Call Center detects that a call ended and the agent did not enter Activity Codes, Call Center
starts a Prompted Activity Code session on the agent’s telephone. If the agent does not enter an
Activity Code at this point, for example if the agent releases the session, Call Center records the
No Peg Activity Code. This is a System Activity Code that is explained in
“System Activity
Codes” on page 197.
Optional
The only difference between Optional and Prompted is that if Activity Codes are Optional, a
≤·‚‡ session does not automatically start on an agent’s telephone when they end a call.
Note: If an agent logs out of all skillsets, Call Center does not start a Prompted Activity
Code session. If the active peg period ends with the agent logging out, Call Center does
not start a ≤·‚‡ session. Call Center records the No Peg Activity Code instead.