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Agent status code

Definition

What is the agent status code?

The agent status code specifies the agent’s availability for the given duties. These codes can be used to assess time allocation to each call and agent productivity. 

An agent status code is important for assessing agent availability and allocating tasks to ensure that deadlines and targets are met. 

What is the agent status code?
What is the agent status code?

The value of agent status codes

Team leaders can monitor their team’s call handling capabilities in real time with the use of an agent status code. This can remind leaders when employees spend more than a certain amount of time in an inaccessible code.

For instance, if an agent exceeds the acceptable after-call work (ACW) level, it may suggest that they require assistance in categorizing a call during their time or creating an email follow-up.

Further, agent status codes serve the larger goal of accounting for how agents utilize their time, particularly when they are unable to handle contacts. This data might be used to generate targets for particular agents.

Agents and adherence monitoring

Agent status codes can cause conflict between agents and management. It is commonly assumed that a bigger variety of codes equals more opportunities to avoid calls. 

For example, at the start of a shift or upon returning from a break, unavailable or auxiliary (AUX) codes can be set. It may be exploited by an agent attempting to conceal their tardiness during their shift.

In this case, agent status codes are typically used by agents from being penalized for their behavior rather than being monitored for schedule adherence.

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