Pause Timeout

In this article you will be find the steps on how to set up the pause timeout for the agents as well as it's functionality:

1. Click on the Settings and then the Statuses section:

2. From here you can also manage and create your Pause and Lead statuses:

Pause statuses: Are statuses for your agents to use when taking a break

Lead statuses: Are deposition statuses which the agents can select after completing a call with 

3. In the same section you will find the Pause Timeout setting (this value is in minutes), which you can change to whatever you require and click "Ok" to apply it:

This is the timeout for agents who are in a pause status for the time you set.

Example: If you set the pause timeout for 45min, and the agent exceeds it in any of the pause statuses you have craeted they will be timed out.

• Related Articles

• Settings - Customization

  This article will provide you an overview of the Customization settings of Matrix: Custom Fields 1. To create and manage Custom Fields, navigate to the Matrix settings by selecting "Settings" on the left-hand side of the menu: 2. Access the custom ...

• Queue Creation & Management

  To create a queue please follow the steps below: 1. Navigate to Settings on the left and click on Voice then navigate to the Queues section: 2. Click "New Queue" to create a new queue, you can also edit an existing queue by simply clicking it's name: ...

• Settings - Queues

  To create a queue please follow the steps below: NOTE: You will be able to see the settings tab only if you have admin rights. 1. Click "Settings" to navigate to the settings page on the left hand side of the screen: (You will be able to see the ...

• Custom Statuses

  1. To create Custom Statuses navigate to the Settings, General Section and click on Custom Statuses: 2. To create a new status click on "Add Status": 3. Next specify a name, color and icon for your status: 4. Select the Type for this status whether ...

• IVR Configuration

  In order to create and setup an IVR please follow the steps below: 1. Navigate to Settings from the left, and click on IVR under the Voice section: 2. Click "Create new" to create a new IVR configuration: 3. Enter a Name and Description for your IVR: ...