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Currently the agent can select a reason they are pausing yet as a supervisor I cant see any breakdown of those options, so why have them? The only good this does if the supervisor is watching the queue LIVE and can see the reasons there and only there.
We would like to see a break down of pauses reasons selected by the agent. Included would be for how long they are on pause and the reason they selected.
23 Comments
Hi GivEnergyCX, Welcome to the Community.
This is a popular request on the roadmap this year, it's scheduled for the end of summer/early fall. We will make sure to keep the Community updated.
Hi KateG​. My team have just joined GoTo and was wondering if you had any updates on when this feature will release? Reviewing agent activity is a core function and reporting on pause reasons is the easiest way to do this.
I would like to receive this update, I need this function.
HI emurphy2025,
Pause reason reporting is on the roadmap this year, tentatively scheduled for release in the summer time.
What is the update on release date of this feature?
I'm sorry to hear this, this feature has been prioritized and is on the roadmap for this year. Thanks for sharing your experience.
I had my Call Center Manager looking for this exact data today. I had to inform him that it's not available. I'm not sure how much of a priority this is for Goto since it's been in the backlog for 2 years now but wanted to let you know more people are looking for this.
Hi, this feature is highly expected. Our Foundation has been asked by the Call Center Workers Union to show that specific types of pauses are been met.
Thanks for your support CallCenterMngr!
