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196 Chapter 15 Activity Codes
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Activity Codes Call Center automatically enters: Autopegs
and System Activity Codes
Call Center has two types of Activity Codes it can automatically enter:
• Autopegs. See “Autopegs” on page 196.
• System Activity Codes. See “System Activity Codes” on page 197.
Autopegs
Whether an agent is Prompted or Optional, if the agent enters an Activity Code while a call is
connected and does not enter another Activity Code by the end of the active peg period, there is a
period of talk time that is does not have an Activity Code assigned to it. If this happens, Call
Center assigns the last Activity Code the agent entered to the remaining time. This is called an
Autopeg. An Autopeg does not affect the peg count.
Examples of Autopeg calls
Autopeg example 1
An agent enters Activity Code 1 during the call. Call Center assigns the same Activity Code,
Activity Code 1, for the remaining talk time:
Autopeg example 2
The agent enters two Activity Codes and does not enter another Activity Code during the active
peg period, so Call Center counts Activity Code 2 for an additional 5 minutes. The count for each
Activity Code remains at 1.
Time Activity Peg time
9:00 Start of call
9:05 Agent enters Activity Code 1 5 minutes
9:12 End of call
End of active peg period. Call Center autopegs Activity Code 1 7 minutes
Time Activity Peg time
9:00 Start of call
9:05 Agent enters Activity Code 1 5 minutes
9:07 Agent enters Activity Code 2 2 minutes
9:12 End of call
End of active peg period. Call Center autopegs Activity Code 2. 5 minutes