The Pause Status feature allows an Administrator to manage agents’ pause statuses. The Administrator can configure, edit, activate/deactivate, or filter an agent’s pause status. This screen provides an efficient way to monitor and configure agents’ break periods, ensuring each break is properly recorded and that the team is available when needed for customer support.

What are Pre‑pause status and Pause status?

Pre‑pause status differentiates the moment an agent is still serving customers from the moments before they go on a break, complementing the existing statuses: Available, Unavailable, Pause, and Offline. Pre‑pause helps manage ongoing sessions (e.g., lunch, restroom, meeting) so agents can finish current conversations without accepting new ones, ensuring they begin their break without pending tasks.

Pause status allows the administrator to control agents’ breaks during the day, such as lunch or rest periods.

Pause Status Settings

Navigate to Support service > Settings > Conversation settings > Pause status to create or edit pause statuses.

From the main screen, you can: Activate “Block agent actions while in pause” to prevent agents from acting during breaks. Search for a specific pause status by name.

View:

• Icon;
• Status name;
• Creation date;
• Last edited date;
• Created by (name);
• Active/inactive status.

Use the Options menu to edit or delete a status. Select multiple statuses to Activate, Deactivate, or Delete in bulk.

To edit a pause status, click its row and make the changes.

Create a New Pause Status

Click Create Pause Status, then complete the form:

• Status name: Choose a name.
• Status icon: Select an emoji.
• Preset pause duration: Allow agents to pick from up to three preset durations (minutes).

💡 Tip:  If the duration expires, the agent has 5 minutes to update the status; otherwise they’ll be set to Offline.

• Allow agent to set a personalized duration: Enable agents to set their own break time beyond the presets.
• Automatic status change from pre‑pause to pause: Check this to have the system automatically move the agent to Pause once all ongoing conversations are completed.

💡 Tip:   With this active, once the agent finishes conversations, a notification appears confirming they are automatically placed in Pause.

Finish by clicking Create Pause Status or Cancel.

Using Pause Status in Support

Go to Support > Inbox, click Change status, and a modal will open with options: Unavailable, Available, Pre‑pause, and Pause.

• For Pre‑pause: Select the status and duration (custom or default, e.g., 10 minutes). Click Change status or Cancel.

A message appears explaining that pending sessions should be resolved or transferred before entering Pause.

• For Pause: Select the status and duration (custom or choose from default 30, 60, or 90 minutes). Click Change status or Cancel.

While paused, an on-screen message indicates the status, and the agent can exit pause at any time.

Example Use Cases

1) Changing agent status via switch

• Name: Toggle Available/Unavailable
• Description: Allows agents to change between Available, Unavailable, Pre‑pause, and Pause.
• Actors: Agents
• Pre-conditions: Agent is logged in and has Inbox access.
• Post-conditions: Status updates on interface and operation monitor.
• Flow:
  • Agent opens Inbox.
  • Agent clicks status switch.
  • Modal with status options appears.
  • Agent selects a status and sets duration if applicable.
  • Agent confirms.
  • System updates status visually.
  • If only fixed durations are configured, the modal will skip duration selection.
  • If multiple duration options exist, the agent must choose.
  • If custom duration is allowed, a required input field appears.

2) Visual update in Inbox

• Name: Visual Feedback for Pause Status
• Description: Inbox updates visually according to the selected pause status.
• Actors: Agents
• Pre-condition: Agent has switched to a Pause status.
• Post-condition: The interface reflects the pause visually.

Flow:

• Agent selects Pre‑pause or Pause.
• Inbox updates visually.
• Alternative: If break actions are blocked, some features may be disabled during pause.

3) Automatic transition from Pre‑pause to Pause

• Name: Auto-transition after conversations complete
• Description: System moves agent to Pause automatically once all Pre‑pause sessions are closed.
• Actors: ZCC System.
• Pre-conditions: Agent is in Pre‑pause with active sessions.
• Post-condition: Agent is placed in Pause.
• Flow: 
  • Agent enters Pre‑pause with active sessions.
  • Agent closes all active sessions.
  • System detects no open conversations.
  • System switches status to Pause.