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200 Chapter 15 Activity Codes
P0605665 03
Prompted and Optional Activity Code logging
You apply the Prompted or Optional setting to skillsets and agents using CallPilot Manager. If you
set a skillset to Prompted, all of the calls to the skillset must have Activity Codes entered for them.
If you set an agent to Prompted, the agent must enter an Activity Code for every call they answer.
If either the skillset or the agent setting is Prompted, entering Activity Codes for calls is prompted.
If both skillset and agent are optional, entering Activity Codes is optional.
The call’s skillset is its current skillset. The call’s current skillset is not necessarily the original
skillset because a call can move to a new skillset through a transfer or intelligent routing rule.
The default setting for skillsets and agents is Optional.
Examples of Prompted and Optional Calls
Example 1: Optional where the agent does not enter an Activity Code
Example 2: Prompted where the agent does not enter an Activity Code
Time Activity Peg time
9:00 Start of call
9:11 End of call
Since entering Activity Code is Optional, there is no Prompted F907
session. Because the agent did not enter an Activity Code, Call Center
records the No Peg System Activity Code for 10 minutes.
10 minutes
Time Activity Peg time
9:00 Start of call
9:10 End of call
A prompted F907 session appears on the agent telephone at the end of
the call. Because the agent does not enter an Activity Code, Call Center
records the No Peg System Activity Code for 10 minutes
.
10 minutes