Supervisors can use reason codes to monitor agent activity. Agents can enter a 1-digit or 2-digit code that determines the reason for going into Aux work mode or for logging out of agent endpoints.

You can later determine how a particular agent or a group of agents at the same agent profile enter the configured reason codes. For example, you can configure a forced entry of logout reason codes so that agents cannot log out without specifying a reason.

On the Reason Codes screen, you can view a list of Aux work and logout reason codes and manage reason code configuration.