Pauses

Use the pauses window to create and administrate agent pauses, which occur when an agent takes a break from interviewing. If one or more pause types have been defined, the agent must choose a pause type to specify the reason for the break.

Pauses can be used as a basis for generating alarms in order to keep call centre managers informed about agent pauses. When an alarm has been associated with a pause type, then whenever that pause type occurs, a corresponding alarm parameter is added to:

• the calls tab of alarms, and

• the alarms tab of the agent properties dialog box.

In this topic:

• Opening the pauses window
• Creating a pause type
• Modifying an existing pause type
• Deleting a pause type

Opening the pauses window

To manage pauses, in the extra tab of the ribbon, select pauses. The pauses window appears.

Creating a new pause type

To create a new pause type:

1. In the extra tab of the ribbon, click pauses. The pauses dialog appears:
   
   

2. Click add. The add pause dialog appears.

3. Enter a name for the pause type you are creating.

4. Enter a description of the pause type. This is the text that will appear in the alarms window when this pause triggers an alarm.

5. Click OK.

6. Click exit to close the pauses window.

Modifiying an existing pause type

To modify an existing pause type:

1. In the extra tab of the ribbon, click pauses. The pauses dialog appears.

2. Double-click the pause type you want to modify.

3. Edit the name and/or description of the pause type. The description is the text that will appear in the alarms window when this pause triggers an alarm.

4. Click OK.

5. Click exit to close the pauses window.

Deleting a pause type

To delete a pause type:

1. In the extra tab of the ribbon, click pauses. The pauses dialog appears.

2. Click the pause type you want to delete.

3. Click delete. The pause type is deleted.

4. Click exit to close the pauses window.