Sangoma CX Technical Note - How is Productive and Unproductive Pauses Calculated

By default the pause start time is set when an agent selects a Pause option even if the agent is currently still on a call.

With the release of version 7.2, the tenants can now be configured to wait until the Agent finishes the call before setting the Pause Start time. If you are interested in the option, please contact the Sangoma Technical Support to enable this option.

Please keep in mind, this configuration change will only work for Agents using the Agent Panel with an embedded WebRTC extension.

This can affect the calculation and information displayed by the following reports and monitors:

• Affected Reports: With the default setting, calculates the Agent is in pause when selected even while on a call:

  • Agent Activity Timeline Report

  • Agents Performance Report

  • Complete Pause Report

  • Pause History Report

• Affected Monitors: With the default setting, it duplicates the status of the Agent, Handling a call and on Pause, when Agent Pauses while on a Call. In case of Agents monitor it will report the Agent is on Pause.

  • Supervisor Panel:

    • Widget “My Agents”

    • Widget “Calls Waiting”

  • Queue Monitor:

    • Queue Panel

    • Queue Details

  • Agents Monitor.

  • Agent Panel - Queue Status Toolbar.