Pause codes indicate why a participant/agent is not available for calls and can be customised according to the company’s needs. 

Pause codes can be created by a PBX admin and used by any extension enabled to do so. To create a new pause code, the admin needs to specify a name, a code (number), a threshold and whether it is productive or not. Pause codes can be used via the Agent Workspace interface or via feature codes, with the numeric code specified.  

A threshold is set on each particular pause reason. It indicates the maximum expected duration that the pause should be active, i.e. to indicate when an agent has gone over their allotted pause time. When this happens, an alert will be created and flag the agent in Realtime Monitor.

A pause can be productive or unproductive. For example: 

  • Productive: An agent is not available to take calls but is still considered working, like meetings or training.

  • Unproductive: The agent is not working and is on a lunch or a bathroom break.