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 que...
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.
I'm sorry to hear this, this feature has been prioritized and is on the roadmap for this year. Thanks for sharing your experience.