James,
This is not a very elegant solution, but we have used CMS custom reports to hard code the AUX labels in the report and tell the users to only use that custom report for that specific skill. So while the CMS dictionary will have AUX1 listed as Break Time, for example, the custom report for that specific skill will say "Coaching". The issue is that if you go down a path of many skills with custom AUX codes, you end up with lots of custom reports which can be difficult to maintain in the future.
Hope that helps!
Daryl
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Daryl Johnson
Telecommunications Manager
UPS
Atlanta GA
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Original Message:
Sent: 02-19-2020 06:09 PM
From: James Rawland
Subject: CMS AUX Categories
We have an manager that would like custom AUX Reason Codes in the Realtime --> Agent --> Skill Status report. Is there a way to do it just for a skill with a custom report? We don't want to use the dictionary to change it for the entire ACD.
Thank you, James
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James Rawland
Telecom Engineer
PeaceHealth
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