These Call Center terms and definition will determine your center’s numbers and therefore determine you your company stand against the competition. 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. Make sure that definitions are documented and that everyone is using AUX in the same way and according to definition; define, document, and audit, to be sure AUX states are properly used.
Aux is not used in just one way.
Other vendors may call it unavailable time. Auxiliary time is the meaning of the word "Aux" in call centers.
This term is specific to Avaya software. The phrase references the time when the call person is unavailable.
Call center agents may not select the correct Aux code, especially if they have target metrics for particular codes, such as after-call work. Call Center terms and definition may not be so important to you but these terms will determine your company’s capacity to operate in full scale.
Outsourced call center: The company hires a third party to handle calls on its behalf, generally to reduce operating costs by removing the burden of hiring and training call center agents and investing in and updating call center technology.
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. And if you have too many Aux codes, agents may end up selecting the wrong ones unintentionally.
By Aux, or Auxiliary time, I assume you are referring to time the call center agent is unavailable but not working on wrap-up or other contact-related events. Define how AUX will be used in your center. This can make it difficult for call center managers to accurately track what agents are doing when they are not available for calls.
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