If you want to try to limit how long pauses agents can have per day, you can define a maximum time for one or more pause reasons, e.g. max. 30 minutes for Break.

A column called Max time per day is shown on page Users - Pause reasons only if the Agent application property Enable Max time per pause type is turned ON.

The defined Max time per day for a Pause reason is applied to agents with this property turned ON, and not all user groups/agents need to have it ON.

When an agent with this property turned ON wants to choose a pause reason, pause reasons with a defined max time are not shown if the agent so far today has spent more than the defined max time in that pause reason.


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