Agents use Aux work reason codes to go into Aux work mode for performing tasks not related to ACD activities, such as taking a break or making an outgoing call. Agents in Aux work mode cannot receive ACD calls. Depending on the configuration, the contact center prompts or enforces the agent to enter a reason code for going into Aux work mode. When an agent does not enter a reason code, the contact center stores a default code of zero.

On the Aux Work Reason Codes screen, you can add, edit, and delete reason codes. You can determine how agents enter Aux work reason codes when configuring agents or agent profiles.