Managers and agents can use pause statuses to let others know if they are available at the moment and select a reason for their unavailability. When an agent is on a pause, this information is displayed on their card on the Realtime page. The card will also show the pause type - work-related or personal.
A manager can configure pause types this way:
- Log in to PBX Stats.
- Go to Configuration -> Pause Types.
- Edit or disable previously created pause types in the list.
To create a new pause type:
- Click Create Pause Type.
- Enter its name.
- Select category - Work Related or Personal
- Place a checkmark to make it active.
- Click Create.
To learn more about configuring pause types for the agent, check Agent's Portal Overview.