Glossary

Glossary | I | What is inbound call auxiliary time

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.

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

Blogs

Top Trends in Customer Support Services to Watch in 2025

<p>Today&rsquo;s blog revolves around the most pressing issue for every customer-based company - Faster and Better Customer Support Service. A business can only flourish when it ....

From Call to Conversion: How Inbound Call Centers Drive Revenue Growth?

<p style="text-align: justify;">Inbound Call Center Services - The frontline for every organization that thrives on generating substantial revenue growth through their ....

What is Inbound Call Auxiliary Time?

Resource Library

An insight into Call Center Outsourcing

BSNL Augmented Business Performances with Go4customer

Getit infomedia optimized business performance with Go4customer.com

Blogs

Top Trends in Customer Support Services to Watch in 2025

From Call to Conversion: How Inbound Call Centers Drive Revenue Growth?

Our Esteemed Clientele

Call Center in India Advantages

Next-Gen BPO Services: Transforming Call Center Operations in India

Grow withGo4customer

What is Inbound Call Auxiliary Time?

Related Questions

Resource Library

An insight into Call Center Outsourcing

BSNL Augmented Business Performances with Go4customer

Getit infomedia optimized business performance with Go4customer.com

Blogs

Top Trends in Customer Support Services to Watch in 2025

From Call to Conversion: How Inbound Call Centers Drive Revenue Growth?

Our Esteemed Clientele

Call Center in India Advantages

Next-Gen BPO Services: Transforming Call Center Operations in India

Grow with
Go4customer