Auxiliary Codes

The Agent Profile > Auxiliary Codes page displays settings for the wrap up and idle codes and permissions that are related to wrap up and agent availability.


Setting	Description
Wrap Up Settings	When you click Auto Wrap Up with Time Out Of and enter the time, the system automatically enters the default wrap-up code after an agent completes a conversation. The agent, however, can select a different code within the time period that you specify here. Click Manual Wrap Up if you want the agent to select a wrap-up code after completing a call. No timeout is associated with manual wrap-up.
Agent Available After Outdial	Click On if you want the agent to go into the Available state after completing and wrapping up an outdial call. The agent can also manually choose an Idle state from the STATUS NOW drop-down list before selecting a wrap-up code. Click Off if you want the agent to go into the Idle state after completing and wrapping up an outdial call.
Allow Auto Wrap Up Extension	Click On if you want agents to cancel the auto wrap-up time and extend the wrap-up time. When this option set to On, the system displays the Cancel Auto Wrap Up option when the agent is in auto wrap-up mode.
Wrap Up Codes	Specify the wrap-up codes that the agents can select when they wrap up a contact: Click All to make all wrap-up codes available. Click Specific to make specific codes available; then choose codes from the drop-down list. To remove a code, click X on the left side of the listed code name. You must add the default wrap-up code in the Selected Codes list. The system uses the default code when you have enabled Auto Wrap Up in the profile of the agent. These agents do not enter wrap-up codes.
Idle Codes	Specify the Idle codes that the agents can select in Agent Desktop: Click All to make all idle codes available. Click Specific to make specific codes available; then select codes from the drop-down list. To remove a code, click X on the left side of the listed code name. You must add the default idle code in the Selected list. The system uses default codes in the following scenarios: When the agent initially logs in. After the agent makes an outdial call if you have enabled Auto Wrap Up in the profile of the agent.