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Pause Reasons

Pause Reasons

XCALLY section

Tools → Pause reasons

On this page

Overview

In Pause Reasons section, you can configure a list of reasons to associate with Pauses.
When the Admin edits a pause, he can add a list of reasons associated to it.

Pause reasons section

This page describes the Pause reasons configuration on the New Client Experience, available from version 3.41.0. We recommend using the New Experience web interface to take full advantage of the latest features.

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

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

Furthermore, 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, as described in the next paragraph

Create a Pause Reason

To create a new Pause Reason and associate it with a Pause:

  1. Click the Add button located at the top-right corner of the interface, under Tools → Pause Reasons

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  1. Enter Pause reason’s name and an optional description

  2. Click Add

  3. From the Pauses section, click the three dots button (⋮) next to the pause of interest

  4. Select Add Reasons to Pause

  5. Associate one or more reasons with the selected pause and click Save

How to use Pause Reasons

Agents

When agents need to go on pause, they can select a pause reason if it has been previously configured by the administrator:

  1. Open the Web Agent interface
    Currently this feature is only available for WebRTC

  2. Click on the Pause button and select the Pause.

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  3. A list of available pause reasons will appear in a dropdown menu, if any.

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  4. Select the desired pause reason from the list.

  5. The agent status changes to Paused, and the selected reason is shown in the real-time monitoring view.

From analytics, you can find information about the selected pause reasons when you export data:

  • column data3: reason id

  • cloumn data4: reason name

Users

Users (Administrators and Supervisors) can manually set a pause reason for an agent directly from the Realtime view following the below steps:

  1. Go to Realtime Panel

  2. Locate the agent you want to manage

  3. Click the three dots menu (⋮) next to the agent’s name

  4. Select Pause

  5. Choose a Pause from the dropdown list

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  1. If the selected pause has associated pause reasons, the User can choose the pause reason and click Save to confirm.

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