Pause code

A pause code is the reason an agent gives when they pause and stop receiving calls. Rather than just going quiet, the agent picks a label like Break, Lunch, Training, or Meeting. That label turns a vague gap in the day into a tracked, named chunk of time you can report on.

When an agent pauses, they leave the ready state and enter a not ready status, which means VICIdial will not route them a call. The pause code rides along with that status. You define the list of allowed codes, and you can require agents to choose one every time they pause so no paused minute goes unexplained.

Why the labels matter

Without codes, all paused time looks the same and you cannot tell a coached coffee break from an hour lost to a broken headset. With codes, you can measure shrinkage honestly, break it down by reason, and spot patterns, like a queue that always stalls right after lunch. That feeds straight into schedule adherence and your agent performance reviews.

Keep the list short and obvious. A dozen overlapping codes just confuses agents and produces messy data, and it can quietly drag your occupancy reporting off course. Five or six clear reasons cover almost every floor, and they give you data you will actually trust when you sit down to read it.