With reason codes, staffed agents can enter a numeric 1–digit or 2–digit code that describes the reason for entering the AUX work mode or for logging out of the system. Reason codes give call center managers information about how agents spend time.

Use the data to develop precise staffing forecasting models or with schedule-adherence packages to ensure that the agents are performing scheduled activities on time.

You can administer the codes so that entry of the code is forced or optional. You can assign up to 100 AUX reason codes, including a default code of zero (0) and codes from 01 to 99.

You can use VuStats to view the reason code name or number. Use VuStats and Call Management System (CMS) or Avaya IQ to gather historical and real-time reason-code statistics.