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Call centres need a metric that can measure the work of an agent when he/she isn’t handling calls. Auxiliary work state is one such indicator that depicts the work of agents that includes paperwork processing, emailing, etc. Call centre agents who are in auxiliary mode don’t receive any inbound call. In short, auxiliary time is the span call centre agent spends on doing extraneous tasks apart from call handling. Call centre managers utilize this feature to streamline the work distribution among agents fairly and productively. Auxiliary time is also stated as ‘unavailable’ status for agents and any incoming call gets bounced back to available experts.
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