Work Activity Modes in call centres are types of work functions, under which advisors carry out their activities.
The four Key ones in call centres are Talk, Wrap, Available and Break. Talk and Available time are automatically recorded by the ACD, when the advisor is Talking to a caller or waiting to receive a call. Wrap and Breaks are not so easy or reliable as we rely on the advisor to select or key-in the correct Work Activity Mode into their ACD turret.
The difficulty is that advisors may not actually be undertaking the activity, which they have selected. An advisor displaying poor behaviour may select Wrap whilst doing non-work related activities.
The Work Activity Modes make up the three key areas of Occupancy, Ready and Adherence to Schedule.
UK and Ireland