Avaya Contact Center Instrukcja Użytkownika Pobierz pdf (Strona 189)

Chapter 15 Activity Codes 189

Contact Center Set Up and Operation Guide

Example 2: The first agent enters an Activity Code

Example 3: The second agent enters an Activity Code

Break Time

Break Time is a skillset property that gives agents an interval to complete tasks related to the

previous call. When Break Time starts, if a call is Prompted and the agent did enter an Activity

Code during the call, an ≤·‚‡ session starts on the agent’s telephone. The session

remains for two minutes unless the agent ends the session by entering an Activity Code, releasing

the session, or taking another call.

A ≤·‚‡ session ends after two minutes of inactivity. If an agent enters Activity Codes

during the ≤·‚‡ session, the timer resets, so the ≤·‚‡ session can be longer

than two minutes.

If ≤·‚‡ is active on the agent's set when break time expires, the break time continues

while the ≤·‚‡ session is active. When the ≤·‚‡ ends the break time also ends.

While a ≤·‚‡ is active, no Contact Center calls will come to the agent. The break time is

extended until the ≤·‚‡ session exits.

Time Activity Peg time

9:00 Start of call 1

9:05 Agent 1 enters Activity Code 1 5 minutes

9:07 Agent 1 transfers the call to agent 2. If the agent does not enter another

Activity Code, Contact Center Autopegs 2 minutes for Activity Code 1.

Agent 2 does not enter an Activity Code.

9:15 End of call. A F907 session appears on Agent 2’s telephone.

End of active peg period. Because agent 2 has not entered an Activity

Code, Contact Center records the No Peg System Activity Code for 8

minutes.

8 minutes

Time Activity. Peg time

9:00 Start of call 1

9:07 Agent 1 transfers the call to agent 2. As soon as Agent 1 transfers the

call, a prompted F907 session starts on their telephone. If agent 1 does

not enter an Activity Code before the end of the Active Peg period,

Contact Center records the No Peg System Activity Code for 7 minutes.

9:10 Agent 2 enters Activity Code 2 3 minutes

9:15 End of call. If agent 2 does not enter another Activity Code by the end of

the Active Peg period, Contact Center Autopegs 5 minutes for Activity

Code 2.

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Avaya Contact Center Instrukcja Użytkownika Strona 189