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Avaya Call Center Reports Explained Manual de usuario Pagina 30

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Reports Explained
Reports Explained Issue 1 (2)
26
Activity Code Report by Skillset
Figure 15 Activity Code Report
This report shows the Activity Codes which have been entered on calls for each Skillset included
in the report.
For each Skillset, the Activity Codes are presented in alphabetical order, with the average call
duration time, the number of pegs and the actual accumulated time of all the calls that were
associated with each Activity code.
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.
Activity Codes can be used to identify different types of call. For example, a Help Desk could
have activity codes for different products that they support. It is then easy to see which products
generate the most calls, or which product support calls have the highest average talk time.
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