XCALLY section | Tools → Pause reasons | ||||||||||||||
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By clicking on Add pause reason, you can add new elements, by indicating name and optional description and save:
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From Then from the Pauses section, the Admin can click on the three dots menu 
of a created Pause and select the option Add Reasons to Pause
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This modal allows you to match one or more reasons with the selected pause:
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⏸️ Pause Reasons on New Client Experience
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If you enable New Client Experience, you can view this visualisation, with the list of created pause reasons:
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you can:
search for a specific pause reason
clear all filters
manage columns, by selecting or not them
activate the advanced search for each field
create a new pause reason, by clicking on Add and indicate the relative name
💡 How can agents choose a pause reason
When agents are logged in, they can choose a pause from the list, like the ones below:
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If associated, it is possible to choose a specific pause reason:
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From statistics, it is possible to view the selected pause reasons when you export data: you will see in column data3 the reason id, while in data4 you the reason name.
💡 How can admin choose a pause reason for agents
From Realtime section, admin can set a pause status for the agents.
By clicking on the 3 dots button, admin select Pause → choose the desired pause, e.g. training
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If the selected pause has Pause Reason, admin will see a modal like this one to choose the pause reason. And then he/she can save.
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The agent will be saved in pause status.