SCCS Activity Codes

[FONEGUY]

Hopefully someone can enlighten me on this issue . We are running Option 81C , 3.0 , CP 4.0 , SCCS 5.0 and SWC 4.5 .We recently noticed that the agents are able to enter a invalid activity code when on a ACD call . At first , we though they were just able to enter codes that were previously deleted from the system , after making a test call ,we learned that the agent was able to enter a code that had never been configured in the system . While this isn't a show stopper or major problem , it's quite a irritation to the lady that is in charge of the reporting for this call center - in turn she has been quite a irritation to me .Any suggestions will be greatly appreciated . Thanks to all that make this forum such a great resource of information .

 

[Milesprower]

This is how the system "works". The agent can put any number (or not) in they want. Your only recourse is to add entry of correct activity codes as part of the agent's evaluation process.

 

[FONEGUY]

Great , thanks for the reply and confirmation of how this works .

 

[aperez54]

I don't mean to bring up an old thread, but your original post made me laugh about your reporting lady being an irritant.

If she can access the table itself (dActivityCodeStat), she can (re)write the report to include the actual activity code used. If the agent uses an invalid code (which the system will accept anyway), the activity code name will be blank. But she can filter on the blank ones, give the report to the agents to show what codes they've entered erroneously and how many times. This should help curb the problem.

 

[FONEGUY]

Thanks for your input . Even though I showed her how to filter , she still thinks the "system is broken" since it wil allow the agent to enter a invalid code in the first place . Meanwhile , we continue irritate each other on a daily basis .