V3 Pause Reasons
- Product Knowledge
XCALLY section | Tools → Pause reasons |
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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.
You can access the Pause Reasons section from the Tools menu in the main navigation panel.
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:
Click the Add button located at the top-right corner of the interface, under Tools → Pause Reasons
Enter Pause reason’s name and an optional description
Click Add
From the Pauses section, click the three dots button (⋮) next to the pause of interest
Select Add Reasons to Pause
Associate one or more reasons with the selected pause and click Save
How Agents Can Choose a Pause Reason
When agents need to go on pause, they can select a pause reason if it has been previously configured by the administrator:
Open the Phonebar (or Web Agent interface).
Click on the Pause button and select the Pause.
A list of available pause reasons will appear in a dropdown menu, if any.
Select the desired pause reason from the list.
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 idcloumn
data4: reason name
How Users Can Choose a Pause Reason for Agents
Users (Administrators and Supervisors) can manually set a pause reason for an agent directly from the Realtime view following the below steps:
Go to Realtime Panel
Locate the agent you want to manage
Click the three dots menu (⋮) next to the agent’s name
Select Pause
Choose a Pause from the dropdown list
If the selected pause has associated pause reasons, the User can choose the pause reason and click Save to confirm.
