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There is another status that cannot be set manually. This is the Break out status - forcibly takes you offline. This status is set when an Agent has missed the maximum number of calls allowed, specified in the Max no answer field on the Timing tab of the Team that the Agent is a member of. The modal window opens when switching to the Break out status (Fig.2).
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When an Agent wants to change the status to Pause, the system checks in all Queues to which it is assigned whether there is a restriction; the restriction to go out of pause is set in the Access to pause when there are more online agents than: field on the Parameters tab.
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Y - total number of Agents that can be in pause mode at the moment - the number of Agents online minus the limit entered in the Access to pause when there are more online agents than: field.
Fig. 6. Displaying the number of Agents in paused status