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Glossary

What is an Auxiliary Work State?

Auxiliary work state defines the state of work of an agent other than actively handling calls. It also includes the processing of paperwork or e-mailing. When call center agents are in an auxiliary mode, they will not be receiving inbound calls. Auxiliary time is referred to as the time that a call center executive spends on doing paperwork apart from handling calls and wrapping up his work. Many contact center managers make use of auxiliary codes, to monitor and optimize the schedule adherence and identify how an agent’s time is distributed.

One of the major aspects of using this application is to manage the agent time. As we all know that most of the agent’s time is spent over the phone, resolving customer queries and fulfilling their demands. Thus, the service providers manage agent’s time by using auxiliary work state applications by putting the call center representatives into the task of paperwork apart from handling calls. This is one of the important practices that directly impacts the staffing practices and service levels of inbound call centers.

Most vendors also call auxiliary work state as unavailable time. A number of ACD calls presented to the agent gets bounced as the executive remains unavailable to receive calls.

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