Guides

Pause Code Lists

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Pause Code Overview

A Pause Code List is a tool used by agents to specify the type of break they are taking during their shift. By selecting from predefined codes, such as "Lunch Break," "Meeting," or "Personal," agents can log their break types accurately. This helps supervisors monitor agent availability, track productivity, and analyze the reasons for pauses throughout the day, ensuring efficient workforce management in the call center.

Getting Started with Pause Code Lists

To go to Pause Code Lists to your Acefone account, first log in using your unique User ID and Password. Once logged in, you will be directed to the main dashboard. From there, locate the navigation menu on the left-hand side of the screen and click on "Services" then “Outbound Services”. A set of options opens up. One of these options is the “Pause Code Lists".

  1. List of Pause Code

  • The table displays a list of all pause code with the following information:
FieldDescription
S no.A serial number is used to uniquely identify or organize each Pause Code list, ensuring easy reference and management.
NameThe name assigned to the Pause Code list often indicates its purpose or category. (e.g., Break Types).
DescriptionA brief description of the pause code list, explaining the types of breaks it includes.
No. of Pause CodeThe total number of individual pause codes available in the list.
AvailabilityIndicates whether the pause code list is available or assigned to specific Dialer campaign
StatusShows if the pause code list is currently enabled and active for use.
Action (Edit/Clone/Delete/Disable/Add Pause Code)Provides options to edit, clone, delete, disable the list, or add new pause codes to it.
  1. Add Pause Code List
  • To add a Pause Code List, follow the below steps:
  1. Click on the Services tab on the side navigation.
  2. Click Outbound Services and select Pause Code Lists.
  3. A list of all the Pause Code appears along with the relevant details.
  4. Click on Add Pause Code List.

  1. Enter the Name and Description.
  2. Click Submit.

  • Once the Pause Code List is created, you can add pause codes either one by one manually or in bulk. Follow the steps below for each method:
  • To Add Pause Code One by One Manually:
  1. Select the created Pause Code List.

  1. Click on Add Pause Code.

  1. Enter the Pause code Name and Description.

  1. Click on Save to add the pause code to the Pause code list.
  • To Add Pause Code in Bulk:
  1. Select the created Pause Code List.

  1. Click on Sample File to download a sample CSV file.

  1. Open the CSV file and input the Pause code Name and Description.

  1. Save the file and return to the portal.
  2. Click on Upload CSV, then select the updated file from your system.

  1. Review the data and confirm the upload.

Updated 11 days ago