Instant - Pause Reasons
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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:
How it works
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:
When agents are logged in, they can choose a pause, 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.