Auxiliary Codes
Idle or wrap up codes are two types of Auxiliary codes. Agents select Idle or Wrap-Up codes in Webex Contact Center Agent Desktop to indicate their unavailability or status of the customer contacts. Idle codes typically indicate why an agent is not available to take customer contacts, such as during a lunch break or meeting. Wrap-up codes indicate the result of the customer contacts, for example, the agent escalated the contact, or sold a service.
You associate each idle or wrap-up code with a work type. Work types are values that the system uses to group idle and wrap-up codes in auxiliary reports. For more information, see Create a Work Type.
Agents can use an idle or wrap-up code if you assign the code to their profile.You must add at least one idle code and one wrap-up code in an agent profile. For more information, see Agent Profiles.
Note | If your enterprise uses the outdial feature, it is recommended that you create a wrap-up code such as |