The Auto pause feature automatically removes an agent from chat and call routing when they fail to respond, indicating that they are temporarily unavailable. This way, the system doesn’t continue to route conversations to agents who cannot assist customers. In addition, it helps keep the performance report accurate by preventing multiple unanswered interactions from being counted as missed.
When enabled, the system will automatically pause an agent after they miss their first ringing chat or call within the given routing time. Once the auto pause is triggered, the conversation is rerouted and the agent is put on pause.
If there are other available agents, the conversation will be rerouted to them. If the paused agent was the only one available in the given department, the chat or call cannot be rerouted. In this case, a ticket is created from the chat with the status New or Deleted (depending on your account settings), and the customer is shown an offline form where they can leave their email and message so that agents can contact them back later.
To enable Auto pause, log in as the owner or admin and go to Configuration > System > General. Check the "Auto pause" option and click Save.
When an agent is auto paused, they will see a screen similar to when they manually pause themselves - including a timer showing how long they have been paused and the ticket ID of the chat or call that triggered the pause. Clicking the ticket ID will unpause the agent and open the ticket that triggered the pause.