Activity Codes

Author: CCa2z

Date: 16th September 2009

Activity codes are management tools to identify call types.  The attempt here is to try to CRM your ACD.

It relies upon agents to input codes into the ACD, for instance, non-delivery of a customer order.  This provides some basic MI to managers to identify reasons for call peaks and or to initiate call avoidance strategies.

The downside is a manual process and the reliance upon agents to input.  Accuracy can show around 60% confidence - but this can beat a 5-bar gate approach.


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