AUX Codes

Author: CCa2z

Date: 13th June 2013

AUX codes can be used to record auxiliary work undertaken by agents. The primary work states for agents are associated with call handling (talk, hold, after call work), ring and available time and are automatically recorded when the agent is in each state.

Aux codes are used to identify additional activity undertaken by the agent rather than having an 'other' state/bucket. The Aux codes will be be set up for individual contact centres by the administrator to represent the reasons to be recorded by the agent.

Such codes could include the following and may also be dependent upon whether agents are logged-on for the whole day or logged-off for lunch etc;

  • Training
  • Meeting
  • One to one
  • Break
  • Lunch
  • Coaching
  • Admin
  • Quality

The Aux state will be reliant upon the agent selecting the appropriate Aux code. ACD reports will be available to identify AUX time and individual AUX States.


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