190 Symposium Express Call CenterConfiguring switch resources Standard 2.0Overview of activity codesIntroductionAn activity code is a number that an agent enters on his or her phoneset during acall. Activity codes provide a way of tracking the time agents spend on thevarious types of incoming calls. You can generate reports based on activitycodes.Even if there are no activity codes set up on the server, you can still generatereports statistics attributed to the activity code numbers entered. However, thesereports do not contain a mapping of activity code names to activity codenumbers.ExampleWhen James Jones answers Sandraís call, he does not need to enter an activitycode. The default activity code for the skillset (Europe) is used.Similarly, if James receives a call for the Vacations skillset, he usually does nothave to enter an activity code. The default activity code for that skillset isautomatically used. However, BestAir currently has a new ad campaign. Agentshave been instructed to ask all callers to the Vacations skillset the question,ìHow did you hear about us?î Agents then enter the following activity codes,depending on the response they receive:Call center management can generate activity code reports to determine whichadvertising medium is most effective.4597 newspaper4598 radio4599 television
