Agents use Activity Codes to allocate calls to one or more activities. Contact Center stores the amount of time allocated to an Activity Code and the number of times an Activity Code is entered. You can generate reports that show the length of time the caller and agent discussed the topic designated to the corresponding Activity Code.
To use Activity Codes, you must have Reporting for Contact Center enabled.
An Activity Code has
a digit numeric value between 1 to 16 digits
a name of up to 16 characters that is displayed on agent telephones
a detailed description of up to 50 characters
Activity Codes can be used for Contact Center calls only. If an agent receives a non-Contact Center call or initiates an outgoing call, Activity Codes do not apply.
Creating or changing Activity Codes
Assigning an agent or many agents Activity Code settings
Assigning a skillset Activity Code settings
Communicating Activity Codes to agents and supervisors