Analytics - Pause Reasons by Agent

Pause Detail and Productivity Reporting is now available in Contact Center 

Supervisors and team leads can now see who’s on time, how agents spend their day, and where pause time is used—then export it in clicks. This release adds flattened per‑agent productivity and pause‑reason reporting on the Agent Performance board, built on our unified agent state model and shipping alongside the concurrently releasing Agent Activity Timeline.

KEY DETAILS 

Two new widgets “Pause Usage” and “Productivity” replace “Utilization and pause time by agent.”

• Metrics & KPIs:
  • Pause reasons, Total pause time, Pause count, Longest pause duration
  • Logged In, Available, Working (Talk/Hold/Wrap), Paused
  • Utilization % and Occupancy %
• Filters & Exports:
  • Agent, queue, date range, and on‑card Pause Reason filter (single/multiple)
  • CSV exports
• Chart interactions:
  • Pause Usage chart shows durations, frequency, and outliers; responds to global filters and the Pause Reason subfilter. Standard sorting, column customization, pagination, and tooltips
• Data model unlocks more granular view into the agent’s day:
  • “Working” provides a precise measure of time spent on inbound queue calls
  •  “Available” is now logged in time that’s not Paused or Working.
• Removed data point, no longer available:
  • “Daily pause avg per queue” (non‑inflated model makes it obsolete)
• Data cutoff date: September 1
  • Date range entirely before Sept 1: legacy datapoints in the new UI; missing fields are blank
  • Date range that spans Sept 1: legacy datapoints across the range for consistency; pre‑cutoff fields remain blank
  • Date range entirely after Sept 1: full new datapoints; new export formats available
• Scheduled reports:
  • If a run’s start date is before September 1, it won’t generate
  • Relative ranges (e.g., “Last month”) begin generating automatically once the range starts after Sept 1
  • Applies to URL links and CSV exports

For more information on Agent performance board, see this help article.

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?

Jennifer-Admin 

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. 

HCarreiro  thanks for your input, we will keep you informed on updates.