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Auxiliars or Statuses

In a Call Center, the phone system (ACD) needs to know exactly what every agent is doing at every second. Since the system cannot "see" the agents, they communicate with it using Status Codes or Auxiliaries (AUXs).

If you are an agent, think of it as your "Digital Status Update." Are you ready to take a call? Are you eating lunch? Are you in the bathroom? Changing your status code is the most frequent action you will take apart from talking.

Call Center Phone Interface with auxes

​There are, in general, 3 main categories of Statuses:

The "Productive" States

These are the codes agents use when they are actually handling interactions.
  • ​Ready / Available: Agents are sitting, headset on, waiting for the an interaction to come in.
  • ​In Call / Talking: Agents are currently speaking with a customer.
  • ​ACW (After Call Work) or Wrap-Up: After the interaction with the customer ends, agents are finishing notes. This AUX is normally automatic and only lasts a few seconds. Note: Some clients count ACW as productive, others track it separately.

The "Personal" AUX Codes (Non-Productive)

These are the codes agents use when they are not working.
  • ​Break: Paid 15-minute rest periods.
  • ​Lunch: Unpaid meal break (30 or 60 minutes).
  • ​Personal: Used for unplanned bathroom trips or similar situations. Warning: This code is heavily monitored.

​The "Business" AUX Codes (Off-Phone Work)

Agents are working, but not taking calls.
  • ​Meeting / Huddle: Agents are in a team meeting.
  • ​Coaching: A supervisor is providing feedback.
  • ​Training: Agents are learning a new process.
  • ​System Issue / IT: A system is not working and the agent cannot take calls.
One of the biggest sins in a Call Center is Call Avoidance. This happens when an agent uses an AUX code to "hide" from calls.
  • ​Example: Staying in "ACW" for 5 minutes after a simple call just to check Facebook.
  • ​Example: Going to "Training" when they are actually in the bathroom.
​Workforce Management (WFM) calculates exactly how many agents should be available to manage interactions. If the system thinks you are "Ready" but you are actually in the bathroom, calls will route to your empty desk, ring out, and lower the Service Level. Or if you are in "Training" while in the bathroom, then the customers might experience longer waiting times. This is why adhering to the correct code at the correct time (Adherence) is vital.

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