Auxiliary Codes

AUX Codes (or Auxiliary Codes) are used to track the time a call centre agent has deliberately chosen to not accept calls delivered by the ACD.

For most call centre agents, you are required to log in to the Automatic Call Distributor so it can send calls to your extension as per the defined Call Routing strategy.

Auxiliary Codes enable the contact centre employee to enter a code that is typically done via the ‘unavailable’ or ‘not ready’ buttons on the phone.

When the button is pressed, the ACD will prompt for a reason code.

Being in an Auxiliary state doesn’t mean the employee isn’t being productive.

For example, they may be responding to some emails or completing e-Learning module and just need some time without being interrupted by calls.

The challenge with the AUX state is, however, that you are unable to track agent output via the ACD.

So if, for example, an agent was responding to emails,  the ACD essentially assumes they aren’t doing anything.

Common Auxiliary Codes

  • After Call Work (this can be automatically activated after each call for a default time period)
  • Outbound calls
  • Tea break
  • Lunch break
  • Training
  • Coaching
  • Toilet break
  • Escalations
  • Getting a drink

Being able to add/edit/delete Auxilary codes is typically a feature of your ACD.

Reporting can typically be run at any interval period as well as on real-time dashboards.

AUX Codes Best Practice

For WFM managers and contact centre managers it can be tempting to account for every single second of your workforce.

Whilst there is little doubt that having a granular view of how your workforce spends their AUX time can be beneficial, it can be a difficult thing to monitor.

Especially if you have too many options.

As you can’t track output, the only way to verify an agent is in the correct AUX state is to physically observe them.

In a small centre this may be possible but in a large centre, it’s practically impossible.

For this reason, most contact centres seem to restrict to five AUX codes.

Some key tips:

  • Don’t use a specific code for the toilet. It’s disrespectful and demeaning.
  • Be clear on when it’s OK to log out completely or use an AUX Code (recommend logging out for unpaid breaks only – e.g.  lunch)

Next steps

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