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The "Pause" status can be extended by pause causes (Fig. 4). To do this, the lookup "User statuses status reasons while exchanging messagesmessaging" is filled out.
Fig. 4. "Pause" status
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The duration of this state is specified in the "No answer delay time" field on the "Timing" detail page of the Team the agent is a member of.
Fig. 7. "Missed" state
2. Lookup "User
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status reasons while
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messaging"
In order to extend the status "Pause" with pause reasons, it is necessary to fill in the "User statuses status reasons while exchanging messagesmessaging" lookup with the required values.
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In the section, find the lookup "User statuses status reasons while exchanging messagesmessaging" (Fig. 10).
Fig. 10. Lookup "User statuses status reasons while exchanging messagesmessaging"
The directory displays a list of causes for user states (Fig. 11).
Fig. 11. Add a status
By clicking on the "AddNew" button, you can add a new cause for the state (Fig. 12). You need to fill in the values in the "Name" and "Code (displayed in CTI)" fields, as well as select the User status for which the cause is added - "Pause".
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To add a cause for a break in the lookup, select "On break" - "Webitel". |
Fig. 12. User statuses
Changes made in the lookup will be applied after you log in the system again (Fig. 13).
Fig. 13. Pause reasons
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