Aux & Wrap-Up Codes

Aux & Wrap-Up Codes

Aux Codes

Adding Aux Codes

Editing Aux Codes

Deleting Aux Codes

Wrap-Up Codes

Adding Wrap-Up Codes

Editing Wrap-Up Codes

Deleting Wrap-Up Codes

The Agent Workflow allows the Users with Owner and Manager roles to add, edit, and update available Aux codes (call availability status) and Wrap-up codes (outcome of call or interaction) that agents can choose from.

Agents can use the AUX codes available to them to indicate the reason why they have logged out of their queue.

Aux Codes

There are three (3) default Aux codes: Available, On Break, and Logged Out. You can add new Aux codes and edit or delete Aux codes that you have created.

Adding Aux Codes 

  1. Click the Aux Codes under the Agent Workflow.
  2. Click the Add button.
  3. Enter a new Aux code in the dialogue box.
  4. Click Save to save the new Aux code.
  5. Click Back to return to the Aux Codes page.

Editing Aux Codes

  1. Click the pencil icon next to the Aux code you want to edit.
  2. Edit the Aux code in the dialogue box.
  3. Click Update to save the changes.
  4. Click Back to return to the Aux Codes page.        

Deleting Aux Codes

  1. Click the trash bin icon next to the Aux code you want to remove.
  2. Click Delete on the prompt message box to confirm the action.
  3. Click Cancel to return to the Aux Codes page.

Wrap-Up Codes

There are eleven (11) default wrap-up codes: General Enquiry, Recruitment, Critical, Complaint, DND, Interested, No Answer, Call Back, Fax & VM, Disconnected, and Sales Interested.

You can add new wrap-up codes and edit or delete wrap-up codes that you have created.

Adding Wrap-Up Codes

  1. Click the Wrap-Up Codes under the Agent Workflow.
  2. Click the Add button.
  3. Enter a new wrap-up code in the dialogue box.
  4. Click to save the new wrap-up code.
  5. Click Cancel to return to the Wrap-up Codes page.

Editing Wrap-Up Codes

  1. Click the pencil icon next to the wrap-up code you want to edit.
  2. Edit the wrap-up code in the dialogue box.
  3. Click Update to save the changes.
  4. Click Back to return to the Wrap-up Codes page.

Deleting Wrap-Up Codes

  1. Click the trash bin icon next to the wrap-up code you want to remove.
  2. Click Delete on the prompt message box to confirm the action.
  3. Click Cancel to return to the Wrap-up Codes page.