With reason codes, supervisors can monitor agent activity. Agents can enter a numeric 1-digit or a 2-digit code that describes the reason for entering Aux work mode or for logging out of the contact center. The system administrator can configure up to 99 Aux work reason codes and 9 Logout reason codes. When an agent does not enter a reason code, Avaya Contact Center – Extended Capacity stores a default code of zero.

The system administrator can configure reason codes for a specific agent profile or a particular agent. If the administrator configures reason codes for an agent, they precede agent profile reason code settings.

The administrator can also specify reason codes for the situations when the contact center forces an agent into Aux work mode or logs an agent out due to a network failure. For example, the administrator can specify a reason code for the situation when the agent does not answer an ACD call and automatically enters Aux work mode.

The administrator can configure feature buttons on endpoints for specific Aux work reason codes so that if the agent presses a configured button, the endpoint automatically sends the reason for entering Aux work mode to Avaya Contact Center – Extended Capacity.

For more information about configuring reason codes, see the reason code configuration section in Administering Avaya Contact Center – Extended Capacity.