Requires Administrator rights.
Setting up pause reasons can help you understand how your agents spend their time on the dialer, and provide a better presentation of the reasons behind their pauses and their duration.
Based on the pause reasons, you can build KPIs in the Insights module in Reports (Click here for a more detailed explanation on building KPIs). Setting up such KPIs will allow you to get a better overview of your agents' activity on the software.
Additionally, using pause reasons can be especially valuable if you are the company that pays their agents' salaries based on their time spent on the dialer.
How to create pause reasons
1. On the right sidebar, click on Settings.
2. From the dropdown options, select Account.
3. In the top, click on the Pause reasons field.
4. In the right corner at the top, click on the Create button.
5. From the dropdown options, select "Create pause reason".
6. A new window will open.
7. In the field, you can enter any name for the pause reason.
8. Once you have entered the name, press Create.
Managing pause reasons
Once the reasons have been created, you can choose which reasons you want to be displayed as Pause reason options for your agents.
You can select and unselect reasons to be displayed by ticking or unticking the field by the reason.
You can also change the name of the reason at any given time by clicking on the pen icon and editing the name.
How to use pause reasons on a daily
Pause reasons can be used on a daily if you would like to know specific reasons why your agent(s) were inactive on the dialer.
In such cases, every time the agent wants to pause their activity on the dialer, they should:
1. Click on their profile icon in the left corner.
2. Click on Pause when they want to start the pause.
3. Once the button is clicked, a pause window will open, and the timer will start automatically.
4. When the pause is over select the reason for the pause.
5. Press Stop pause and the pause window will close, saving the pause reason.
Important to know about pause reasons
You can only register one pause reason at a time. For example, if you take two paus
es back-to-back, one for an internal meeting and the next for an onboarding session, you should first login to pause for an internal meeting, then stop it once the meeting ends. Then, start a new pause for the onboarding. This way, both pause reasons would be registered.
If you close the Adversus window before you stop the pause, the pause nor its reason will be logged.