What the VERM Agent Pause Detail report shows

The VERM Agent Pause Detail report shows session and pause behaviour per agent for the records that match your report parameters. It is the report you reach for when you want to know not just how long people were logged in, but how much of that time they spent paused — and how often they hit the pause button to get there.

What each agent row contains

For every agent in range, the report lists:

• How many sessions they accrued — each instance where they logged into the system during the date range.
• The average length of those sessions.
• The total number of times they went on pause.
• The average length of a pause session.
• The percentage of their session time spent paused.
• The average number of times they were paused per session.

You can click an agent's name to drill into the detail of that agent's activity.

How a pause is counted

A pause here is any record in the agent log table where the pause seconds value is greater than zero. Every such record usually carries a Pause code — the reason the agent picked, like break, training, or a call back to a supervisor. The report does not separate billable from non-billable codes; it simply counts and times the pauses. That makes it a clean read on time spent out of the Ready state across each Agent session. Because the average pause length and the pauses-per-session figure are reported separately, you can tell the difference between one long break and many short ones that add up to the same total.

A high paused-percentage is not automatically bad — some of it is legitimate after-call work and scheduled breaks. What you watch for is a high pauses-per-session count, which can mean an agent is bouncing in and out of pause to dodge calls. Read alongside answered-call data, it sharpens your view of Agent utilization and shows whether time off the phones is being used the way you expect.

When a row looks off, click the agent's name to drill in. The detail view lists every individual pause for that agent, sorted by start time, showing the code and its name, whether each interval was billable or non-billable, and the exact start, end, and duration. That is where you confirm whether a high percentage came from a handful of long breaks or a steady drip of short pauses throughout the shift — the summary line alone will not tell you which.

The session count beside each agent is easy to skim past, but it carries meaning too. Each session is one instance of logging into the system, so an agent with many sessions over a short period was logging in and out repeatedly — which can point at a flaky connection, a hardware fault, or simply a person who keeps stepping away without using a proper pause. Reading the pause percentage next to that session count gives you the full shape of the shift, not just its total.

Session and pause flow

flowchart LR
  A[Agent logs in] --> B[Session starts]
  B --> C[Pause with a code]
  C --> D[pause_sec greater than zero]
  D --> E[Counted as one pause]
  C --> F[Resume taking calls]
  F --> C
  B --> G[Session ends at logout]
  G --> H[Percent of session paused]

For how this report sits among the rest, see the reports overview, and to spot pause-heavy stretches as they happen, watch the real-time agent colors on the live screen.

VICIfast ships VICIdial with VERM ready to run, so Agent Pause Detail is one click away the moment your floor is live. See /pricing for a dedicated dialer in under 40 seconds.