System default activity code = 0 ?

[jcarroll01]

Since our NR codes are defined by us, those are easy, but the above code, tagged as actvity code #0, I can't figure out.

It appears quite a bit when I run activity code reports, but I don't know what state it is trying to tell me the agent is in?

This is coming from the ActivityCodeStat view when building a report in Crystal.

Ideas?

Thanks

 

[pronei]

Check your skillsets, there is a default activity code for each skillset.

This default appears for every call received unless the agent enters their own code.

Simply put, the agent did not enter an activity code for each call you have a 0 on.

Activity Codes can be used for many purposes, their primary purpose however is to categorize each call while in that call.

Example.

AC = Activity Code
AC 10 = Customer Service Inquiry
AC 20 = Angry Customer
AC 30 = New Customer
etc
etc

These AC's are used in conjunction with the ACCT key programmed on a set.

When the agent answers a call, the activity code key will flash, the agent is then expected to input the activity code that fits the nature of the call. It gives you a way to track the type of calls you are receiving.

 

[jcarroll01]

ok...since our agents never enter a code for the calls they are taking, this code = 0 should really represent an occurance for each call they take and the duration is the call duration also?

 

[pronei]

Which report are you looking at?

 

[jcarroll01]

Well....my own essentially. I have the activity code detailed in a crystal report and the only code I couldn't account for is this one.

It makes sense if it is the default code that occurs when an agent takes a call and doesn't enter a code....just trying to clarify.

 

[pronei]

If its your own creation in crystal, then just make a few test calls to make sure everything is being logged in the fashion you want.

 

[jcarroll01]

Well...the code is not my own creation...the report is essentially a data dump of the codes.

You have answered my question I think, but your right...a simple test will finalize the answer.

Thanks.