How do I manage pause reasons?
Set up pause reasons for your agents to use.
Before you begin: You must be
set up as a user and be assigned the
Admin role. This can also be done from your
admin portal if you have access permissions.
This is an optional feature. By default, all pause reasons are enabled. Disabling all of them will reset your agent's experience so that they have the
Ready for Calls and
Pause All Queues buttons rather than the
Agent Status drop-down menu.
- To rename an existing pause reason, select
. - To delete a pause reason, select
.
What to do next: Let your agents and supervisors know what experience to expect. If pause reasons are enabled, agents will be able to sign in, select a pause reason, or log out of all queues from a single drop-down menu in their agent view. If pause reasons are disabled, agents will only have the
Ready for Calls and
Pause All Queues buttons. They will have to continue to select
> Sign out of queues to log out.
> Sign out of queues to log out.