Agent Pause Activity Report

Agent Pause Activity report provides a quick overview of the pause and unpause activities of queue agents. This topic introduces how to access the report and explains the key metrics in detail.

Access Agent Pause Activity report

  1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
  2. In the Report Type drop-down list, select Agent Pause Activity.

  3. Filter data by system time, queue, agent(s), or pause reason(s).

    A report that meets the filter criteria is displayed on the page, as shown below.

Report details

The key metrics for Agent Pause Activity report is shown below.

Metric Description
Pause The date and time that the agent switched status to Pause.
Pause Reason The reason why the agent switched status to Pause.
Unpause Indicate that the pause reason was changed; or display the date and time that the agent switched status to Unpause.
Total Pause Time The elapsed time between switching to the current pause status and changing to another status (unpause or other pause reason).
Total Pauses The number of times that the agent paused service, excluding changing pause reason.