Avaya Call Center Reports Explained Bedienungsanleitung PDF herunterladen (Seite 34)

Reports Explained

Reports Explained Issue 1 (2)

Activity Code Report by # of Pegs

Figure 17 Agent Activity Code Report by Number of Pegs

This report shows the Activity Codes which have been entered on calls for each Skillset included

in the report.

For each Agent, the Activity Codes they have entered 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, per Agent.

This is a quick and easy way of determining which activities or call types each Agent has spent

most time on, or been most frequently involved with (which might not be the same thing).

Activity Codes can be used to determine different things. If an Activity Code represented each

magazine or publication in which advertisements had been placed and each incoming caller was

asked to say where they saw the advertisement they were responding to, it is easy to build up a

picture of which publications are the most effective vehicles for your advertisements.

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Avaya Call Center Reports Explained Bedienungsanleitung Seite 34