Walkaway Codes (AUX or Auxiliary)

Author: CCa2z

Date: 16th September 2009

Walkaway codes are used to define agent activity when they are logged into the ACD but working on a non-call related activity. (Also known a Auxiliary Work State).

It could then be used for admin work or training etc.

The benefits allows the agents full shift to be accounted for in reports. However, reliance is on the agent accurately selecting appropriate codes.

See AUX Codes.

 


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