How to Set a Pause Code

How to Set a Pause Code

Pause codes allow agents to select a pause code when they are in PAUSE mode in the agent screen so that administrators will be able to specifically track agents’ pause time.  Instead of logging our for a break, you would select a pause code. Note: This feature is setup by your manager.

 

If Pause Codes are setup by your manager, you will see the Select A Pause Code button on the left side of the Agent Screen under the Hangup Customer button.

Depending on how your manager setup the feature, you will be given one of the options below:

 

Option to select a pause code:

Step 1. After you go on pause mode, click the Select a Pause Code button.

Step 2. The Pause Code options will appear. Click on the desired Pause Code.

 

Force pause code:

Step 1. When you go on pause mode, the Pause Code options will automatically appear.

Step 2. Click on the desired Pause Code.

 

The system will record what time of break you are on until you start dialing again by unpausing. Note: If you have connection issues and are required to use force pause option, the pause code options may continuously pop up anytime while using the system due to the loss of connectivity.