Logging out for lunch

[CCCOPS]

What is the approach other call centers are using for lunch? Are your agents logging out or are they going into AUX mode? We currenlty have our agents go into AUX mode but a new manager wants them to log out for lunch. Thoughts

[NBosch]

In our Aspect system, we let the agents choose the Idle Reason code for lunch.
I prefer this because it enables us to monitor breaks etc. much more thoroughly.

Why would a call center manager want his agents to log out, instead of go into AUX ? I can not answer this question for sure, but normally I would say that it is because someone wants to "improve" one of the most important KPI's (Workduration).

Where the formula for WD% = (Available time + Incoming calls time + Outgoing calls time ) / Log In Time , if one decreases the Log In time, the WD% will automatically improve.

[Chief]

Our agents only login or out when arriving/leaving for the day. Agents go the unavailable mode during lunch.

[n_meghanath]

logging out for lunch could create confusion when calculating the individual system downtime as well as break duration adherence.

[n_meghanath]

logging out for lunch could create confusion when calculating the individual system downtime as well as break duration adherence.

[priyadcosta]

Hi

usually like u mentioned we go on aux when we go for lunch.. some call centers have aux with timer where you have to choose the option from the monitor and click on lunch break or something like that. The timer will start the count down..and the agents have to come back before it his/her time runs out.

btw why does your manager want agents to log out for lunch?

[orchid]

in our callcenter, the lunch time isn't a part of worktime in worktime plan table.
on the other hand, our company control our not-ready time(must below 5% a day). So we log out when we go for lunch.

[gcarp]

There are a few reasons to have agents log out for lunch, but the main one is abuse of AUX codes. Does your cc use AUX codes for all off-phone activities? Is yours strictly an inbound shop?

[priyadcosta]

I've worked both in outbound and inbound process.. this one i'm talking about is an outbound process... but in our inbound process the aux option was on the phone. however in the outbound it was on the computer itself.

[Larry Graham]

We have a very basic program called Time Force which gives us the hours logged in or logged out for lunch and time they have punched in and out. It is relatively inexpensive and keeps good track of things for us. You can email me at lgraham@symbiot.biz if you want more information on this.

[meimpossible]

I guess it all depends upon the on line and offline activities keyed in the schedules. If you have applied your lunch time in your schedules then it would make sense that associates shud put aux code so that the break mgt can be monitored. So its better for calculating schedule adherence and doing real time monitoring.

[Rachana]

Originally Posted by CCCOPS

What is the approach other call centers are using for lunch? Are your agents logging out or are they going into AUX mode? We currenlty have our agents go into AUX mode but a new manager wants them to log out for lunch. Thoughts

Hi,
We dosen't follow the log out system, all CSE will go for Lunch AUX.