You have the option for the Least Occupied Agent (LOA) skill queues to consider agents idle while they are in the AUX work mode.

Whenever an agent becomes available or enters the AUX work mode, the agent is queued if the AUX Agent Remains in LOA Queue field is set to the following parameters:

• y on the Agent LoginID screen.

• system on the Agent LoginID screen and y on the Feature-Related System Parameters screen.

Agent queuing also depends on the value set in the ACW Agents Considered Idle field. If the agent was not previously in the queue, agent queuing depends on when the agent enters the AUX work mode. In addition, occupancy of the agent remains frozen while the agent is in the AUX work mode.