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Glossary

What is Inbound Call Auxiliary Time?

Inbound Call Auxiliary Time is the time period or an agent state which is used to make an inbound call center agent unavailable for incoming calls. Its primary purpose is to manage the non-call activities. During Auxiliary Time (AUX), the calling software is turned off. When in auxiliary work state, call center agents do not receive calls. AUX is important for managing and improving service levels and work force. Typically, an AUX state can fall into one of the following three categories:

1.     Paid, but unproductive time: Team meetings, training, breaks, etc.

2.     Paid productive time: Project time, after call wrap-up time, etc.

3.     Unpaid time: Tea breaks and lunch breaks

Some call center managers use the term “Aux time” as an umbrella to describe all these three categories; however, this can cause some problems. For e.g., call center agents may choose to forge and not select correct Aux code, especially if there are target metrics for certain codes, like after-call work. If there are too many Aux codes, then agents may accidently choose the wrong code. This can make it challenging for call center managers to track what call executives are doing when they are not present for calls.

For such reasons, many inbound call centers define Aux time as unpaid time. There are some call centers that ask their agents to completely log out of the call center system when they leave for break. For such call centers, Aux time is a measure to track non-contact related agent activities. In order to manage Aux time efficiently, call centers need to decide how to classify agent unavailability. Once they have established standards around these codes, they can set goals, metrics and call routing practices for their centers.

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