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Pauses

Pauses

XCALLY section

Tools → Pauses

On this page

Overview

A Pause is a label that can be used to identify an Agent Pause status for effectively tracking the agent activities. In the pause section, you can create and manage different Pause Status like Backoffice or Aftercall.  

Pauses section

This page describes the Pauses configuration on the New Client Experience, available from version 3.42.0. We recommend using the New Experience web interface to take full advantage of the latest features.

You can access the Pauses section from the Tools menu in the main navigation panel.

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When you enter the Pauses section you find the list of the created pauses, with the possibility to edit or delete them clicking the three dots button (⋮) next to the pause of interest.

Furthermore, under Tools → Pauses section you can:

  • search for a specific pause

  • set and clear all filters

  • manage columns

  • activate the advanced search for each field

  • export to CSV, if you select at least one pause

  • create a new pause

Create Pauses

To create a new Pause:

  1. Click the Add button, under Tools → Pauses

  2. Enter the Pause’s details:

  • Name of the pause

  • Optional description

  1. Click Add Pause