Documentation

User pauses

Author: Łukasz Strumiński

Created: Jun 13. Updated: Jun 13.

The User pauses report presents information on how long and on what type of pause a particular Agent, who was logged into the system as working on Softphone, was on. It allows a detailed analysis of the changes occurring for a particular User in the context of the pauses applied either manually or automatically. To use this report, go to Reports → Agents → User pauses.

To select a specific Consultant, click on the User filter:

The pause report by default displays data from today, in order to change the time studied, click on Date.

In addition, the report provides the ability to filter by:

• Break time - determines which interval is of interest in the context of the selected pause,
• Pauses - ability to select specific pauses to be analyzed.

In the left section of User pauses we have a summary of the pauses of a given Agent from the most recent to the oldest with information on how long the pause was applied for.

• Date - date and time of pause,
• Pause type - pause type, e.g. break, work assignment,
• Time for a break - length of time spent on pause (hh:mm:ss).

On the right side we have a summary of the percentage of pause data over the time period studied:

If you need to export tabular data, click the button .