Specifications

CHAPTER 8 NDA-24213
Page 160
Issue 3.0
MIS Menu Commands
Reports Menu
6.6 Tally Code Reports
Figure 8-70 Tally Code Reports Menu
Tally Codes entered by the agents can be analyzed based on Split activity or based on Pilot Number. A Split
can be programmed in the ACD to require a Tally entry by the agent while a call is in progress, or during
the after-call Work mode. When a Split is configured for Tally Required, an agent will not be able to answer
a new incoming ACD call until a Tally entry has been made for the previous ACD call.
Tally Codes allow agents to register occurrences of several specific events using the dial keypad, such as
responses to various advertising methods, sales campaigns, or calls from particular locations. Multiple
Tally entries may be recorded for a single phone call.
Detailed information on Tally Codes can be found in the “CallCenterWorX ACD Features and
Specifications” manual.
Tally activity is reported on the following parameters:
• Tally Total Count – all tally entries by the specified entity during the specified time period
• Tally Total Duration – the total time period being surveyed
• Tally Average Duration– the total count of tallies divided by the total number of minutes