V3 Pause Reasons
- Product Knowledge
XCALLY section | Tools → Pause reasons |
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What’s about
In Pause Reasons section, there is the option to configure a list of reasons to insert inside Pauses.
So when the Admin edits a pause, a modal in which it is possible to add a list of reasons shows up.
How to configure Pause Reasons
From the section Pause Reasons, you can see all the available created reasons.
By clicking on Add pause reason, you can add new elements, by indicating name and optional description and save:
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
This modal allows you to match one or more reasons with the selected pause:
Pause Reasons on New Client Experience
AVAILABLE FROM VERSION 3.41.0
If you enable New Client Experience, you can view this visualisation, with the list of created pause reasons:
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:
If associated, it is possible to choose a specific pause reason:
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
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.
The agent will be saved in pause status.