Avaya Call Center Reports Explained Manuel d'utilisateur télécharger pdf (Page 32)

Reports Explained

Reports Explained Issue 1 (2)

Activity Code Report by Agent

Figure 16 Agent Activity Code Report by Agent

This report shows the Agents who have entered each Activity Code that has been entered on calls

for the period of the report.

For each Activity Codes, the Agents who have entered that Activity Code are listed, together

with the average call duration time, the number of pegs each Agent has 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 Agents have handled certain calls, or

performed certain call-related activities, such as performing a credit search, or requesting a

catalogue dispatch.

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 Manuel d'utilisateur Page 32