Your opinion and why: ACW vs AUX 2

[adminman3]

We're going to start using AUX REASON CODES. Call center management wants to have their people make outbound calls while in ACW, not in AUX, thus ignoring the assigned Reason Code for such. As I look at CMS, I'm thinking that certain of the standard Agent and Skill reports are more complimentary toward making calls while in ACW as opposed to AUX as they reflect Occupancy while in ACW. There is an Agent report that categorizes each call state, but nothing fabulous for AUX states. I need your input. Shall I put up a fight to use AUX and the associated Reason Code, or should I cave in to their desire to use ACW while calling out?

I thank you!!

 

[wil19148]

The agent aux report and the group aux report are both great for reporting specific amounts of time spent in AUX by reason code.
It sounds like your management is considering ACW as "productive" or "working" time, and AUX as "non productive" time. But if they use ACW for outbound calling they will lose the ability to easily separate wrap up time associated with incoming ACD calls - which I think is vital as it helps you determine the "true" transaction time for a call (ACD Time + ACW Time)
If you show them the AUX Daily report and explain how it will help them budget for payroll by giving them the ability to plan for time spent in other "work-related-but-not-on-the-phone" items as well (such as meetings, training, projects, etc) it might help.

 

[adminman3]

Great stuff, Wil19148!

 

[jimbojimbo]

Suggest you look at Direct Agent Calling/Top Skill and how you can use it to force outbound calls to be captured against a specific Direct Agent Split instead of being counted against other EAS skills.

 

[adminman3]

Good thought, JimboJimbo! Very much appreciated!