General Tasks (you might also refer to them as AUX Codes or AUX States) let you track time agents spend on things outside of Zendesk. These are tasks like lunch, breaks, meetings, and training activities.
Creating a General Task is easy!
Step 4. Categorize each General Task into one of the following options*:
- Unproductive Time
- Productive Time
- Exclude from Occupancy
*You can learn more about each option by clicking on the question mark icon () next to Occupancy Settings.
Pick a different color for each General Task. It’ll make it easier to understand your reports.