CX Pause History Report

This report provides a history or audit trail of productive/unproductive pause with a detail drill down option for the following: 

• Individual Agents 

• All Agents 

• Agents for a particular Queue 

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Report Description

(Inbound and Outbound Unless Otherwise Stated)

• Table: Pause Reason, Total Time.  

• Drill Down: Details (Pause Reason, Start, End, Total, Pause Limit, Overuse). 

• Pie Chart: Percentage of Productive and Unproductive Pauses of the Agent.

Note: Please review the Productive and Unproductive Pauses Calculation section in the main Sangoma Reports Guide to better understand how the pause time is calculated.

Report Filters

• Date Range.

• Agent.

Report Features

• View graphical chart

• Schedule report delivery

• Download the report as a spreadsheet or PDF.

• Add/view notes.

Available in Offering

• Sangoma CX  Advanced and Sangoma CX Premium