Queue pause and wrap-up

Who needs queue pause?

Queue pause is used in call centres who do advanced reporting on the performance of their call centre agents. Queue pause can be used by agents when they need time to finish call notes or handle other tasks while they are on duty but unable to take on new calls.

Why use queue pause instead of logging out?

Advanced reporting can be more detailed this way, since it is possible to distinguish between agents being off duty (logged out), on duty and handling calls (in call), and on duty and doing other tasks (paused).

How to use queue pause for an empty queue?

For nearly empty or empty queues, the queue setting ‘Stay connected to queue’ could be important. 'Stay connected to queue' has 3 settings:

  1. While at least one agent is logged in
  2. While at least one agent is not paused
  3. Always

Choose setting 1 (Stay connected to queue - While at least one agent is logged in) if you do not want Compass to move the caller to the next element in the dial plan if all agents in the queue are paused. This is especially useful in situations were an emergency queue is the next element in the dial plan: you then want callers to stay connected to the regular queue, even if all agents are paused. The caller will still be moved if all agents log out of the queue.

Choose setting 2 (Stay connected to queue - while at least one agent is not paused) if you want Compass to move the caller to the next element in the dial plan in case all agents are paused.

 

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