SCCS Activity Codes 1

[Jay2003]

Hi,

I have had a question from a manager regading Activity Codes and I am at a loss.

From my understanding there are activity codes for 2 purposes.

The first would be for on call activity and second for Not Ready activity.

I have checked the ACD and set configuration on symposium and the 81c but I cannot see anything wrong.

Can anybody shed some light.

Thanks in advance

Jason

 

[brownlg]

Your understanding of the codes is correct, but you never described what problem you're having.

Les

Les Brown
Kelly Services, Inc.

 

[KillianK]

It seems that the problem is that you have to be in a "Not Ready" State to press an activity. I think what the question is can you press the acivity key without being "Not Ready" or is there an ACD setting that allows to press the activity code when in "Not Ready"?

 

[ErwinStevanus]

1. For Activity Code to work you have to progam ACNT key on the Agent Phone. This way, the ACNT key that you've programmed will be flashing when the agent is on skillset/ACD call. The Agent has to press the ACNT key + Activity Code + ACNT key.

2. For The Not Ready Reason code to work, you also have to program NRAC to Yes for the ACD in Overlay 23. This way, all agents belong to the ACD will have the ACNT key flashing when the press the Not Ready Key. Then the agent has to press ACNT key + Not Ready Code + ACNT key.

 

[BAKJANO]

What about the ACNT option in LD 23?

 

[ErwinStevanus]

bakjano,

you don't need to set the acnt option in ld 23. Just program the default value because it's not related to the activity code.

 

[sandyml]

By "on call activity" I assume you are referring to agents being on their Incalls key. Being on their DN key is not the same..

 

[hsantos]

So is it possible to use Activity Code when the agent is on
on IDLE status?

Where could I find this info for SCCS 5.0 with CS1000E

Thanks

 

[sandyml]

hsantos -- an agent would either have to be on an Incalls (ACD) call or in Not Ready state. If they are just Idle, no go.

 

[todd1019]

1. For Activity Code to work you have to progam ACNT key on the Agent Phone. This way, the ACNT key that you've programmed will be flashing when the agent is on skillset/ACD call. The Agent has to press the ACNT key + Activity Code + ACNT key.

2. For The Not Ready Reason code to work, you also have to program NRAC to Yes for the ACD in Overlay 23. This way, all agents belong to the ACD will have the ACNT key flashing when the press the Not Ready Key. Then the agent has to press ACNT key + Not Ready Code + ACNT key.

Do oyu have any idea if these types of actions are recorded in the database seperately? We are using Crystal Reports to pull out the data but cant figure out if they are lumped in the same table?

 

[johnjose]

Hi todd,

Actions are separated in 2 reports in Symposium/SMI/Reports/ to Activity code and Not Ready Reason Codes.
Using Crystal Reporting there is just Activity Code Stat but you can easy separate described actions by Activity Code Name filtering. Activity_Code group relates to action1 and Not_Ready_Reason_Code group relates to action2.

johnjose

 

[todd1019]

Thanks...

It looks to me like Not ready codes are only tied to the agents and can't be tied to an application. Is this true?

 

[cgilmer]

It would really help to have more information since all we can do is speculate. There is no reason to have a Reason Code for Idle time since Idle is meant/defined for strictly waiting for a call. If you are needing to document downtime you need to assume that if someone is working on something while they are idle they wouldn't be able to take a call and work on the other issue hence Not Ready.

You could have them toggle the Not Ready key on and put in a code and take it back off but that would not only mess with your Longest Idle Agent but wouldn't give you any "time" associated to the action just a count of how often an action was done. It would also mess up your real Not Ready reason codes so it would be an OR not an AND, meaning you could use it one way or the other but not both if you wanted your reports to be valuable.

If you really need to make something out of their idle time I would just compare their Total Wait time for the day against what they got done (perhaps a ticketing system or using "tasks" in your email system). If you need to automate it I would maybe use a GUI database interface that you can merge ODBC or SQL query information between symposium and what the agent input into the database via the GUI screen.

 

[todd1019]

We are trying to capture post call processing time. We bill our clients for the call and the post call time. We basically need to wrap calls with activity codes but it is not reporting as expected. It is further confused by the fact that Nortel uses Not ready and activity codes out of the same bucket. It would be nice if these were seperated.

Our call center also wants to track every agents Not ready time for Breaks etc...

Another interesting fact we are struggling with is that many of the codes on the report show against an application called System_Application and not against the true application name.

 

[cgilmer]

This is because your skillset has that set up as the default. You assign a default activity code for a skillset so that if they forget to put in a code it assigns that code to it.

If all you are doing is using it for its intended purposes then what you need to do is build seperate codes for not ready and active calls. Granted this all still depends on agents not fat fingering or for that matter using them at all.

There should be Reason Code reports and regular activity code reports. Your "basic" reports should have one called Activity Code by Agent and Not Ready Reason Code by Agent. The reason they probably look like the same data is they use the same pool of "codes".

 

[todd1019]

We have built separate codes and I have assigned different default codes to the skillsets. I actually did this when we implemented NR and activity codes. We do not like the standard reports and we are developing crystal reports and this has generated the questions from my side.

Also none of the skillsets default codes are named System_Application........ But it is showing up in the crystal reports but not the canned reports.

 

[todd1019]

Apparently System_Application is just a default system wide app the symposium uses to peg certain things against, like not ready codes.

The Manual says:
If statistics are applicable to multiple applications then they are pegged against the System_Application

 

[cgilmer]

Right... there is also a part under Call Flow Administration called Skillset, and they have properties. In those properties you can assign a "Default Activity Code".

The Two system defined defaults are:

0, System_Default_Activity_Code
00, Skillset_Default_Activity_Code

The one that comes up when you don't change what the system assigns on building a new skillset is "0, System_Default_Activity_Code".

In addition to what you found you might want to have someone check this setting for your skillsets and assign new ones if not set correctly.

 

[cgilmer]

I don't think I know anyone that likes the Standard Reports actually. My experience has been that people only use them when they don't have the desire or resources to use SQL statements or Crystal reports/ODBC.

Best way I ever had reports working was using SQL queries to pull only the data we wanted to keep out of the Symposium database. Hard part was going through and deciding which data out of which tables made the most sense. Once that was done it was easy to automate into standard reports and didn't tax the Symposium Server. It also allowed us to focus the Symposium server on day, interval, and Login-Logout information since that was more useful for day to day supervisor adhoc reports.

If you needed to forecast you could use the place where you stored the SQL query information. Write the data to DVD for backups, storage or distribution...

Crystal reports is nice and can still be used but I never liked the idea of allowing people to blindly run what could be huge reports of a primary call processing server.

ps - I just re-read your post and missed that you said you already checked your skillset defaults. If more than one hand is in the pot sometimes its good to go back over data though just in case.