Overview

This report provides data on pause reasons used by one or more agents.

Where to find this template

See Add a Report to your report page for instructions on accessing this report.

About a report based on this template

This report summarises the duration one or more agents has spent paused for each reason available to them.

It uses the Agent History dataset from the database.

It is a summary report with one line per agent. Any available Pause Reasons are included.

Filtering is available by:

Filter

Recommendation

Campaign

There is no default filter set on this field

Agent

There is no default filter set on this field

Call Direction

There is no default filter set on this field

Timestamp

Refer to the Timestamp Report Filters for an explanation of these filters.
The default setting for this report is: To Date 7 Days.

The Agent name is included in the report by default as well as any Pause Reason that the agents included in the report might access.