RONA and AUX Work state

[Midstream]

CM3.1 with IQ as the reporting platform.

Agents are using AUX codes to flag reasons for being in AUX. But when they allow a call to RONA at the desktop because they're engaged in something else, they get stuck into a default AUX state with no AUX code. Is there a way to flag that particular instance with a default code for RONA? Or, is this an exception report that needs to be developed in IQ. If you're an IQ wiz, please explain.

Thanks!

 

[SF0751]

I don't know anything about IQ, however, I do know that RONA Aux is Aux code 0. So is the initial Aux state upon agent login.

Susan
You can have it all. You just can't have it all at once.