AUX Time | Managing Metrics

AUX Time is an important efficiency metric that managers need to understand and track properly. However, there is often confusion on how to consider the different components of AUX for purposes of understanding agent time allocation, productivity and calculations for purposes of workforce management, and for purposes of benchmarking. This video lays out the key elements clearly and concisely so that you can make this metric a close ally in improving your financial performance - - while upholding the quality of the customer experience you provide.


Resource Links:
Industry Benchmark Reports:
https://www.benchmarkportal.com/conta...

Contact Center Training:
https://www.benchmarkportal.com/conta...

Contact Center Benchmarking:
https://www.benchmarkportal.com/conta...