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Managing Pause Codes in Taalk Voice

Pause Codes in Taalk Voice help track how agents spend non-call time such as breaks, training sessions, or meetings. This ensures accurate productivity reporting and workforce planning.

✅ What Are Pause Codes?

Pause Codes are categories that agents select whenever they are unavailable to take calls but are still logged into Taalk Voice. Common examples include:

  • Break

  • Lunch

  • Meeting

  • Training

Every time an agent sets a Pause Code, the system records the duration and includes it in Agent Time Reports.

⚙️ How to Manage Pause Codes (Admin)

Admins can add, edit, or remove Pause Codes to fit their organization’s needs.

  1. Go to Taalk Voice Settings > Pause Codes.

  2. Click Add Pause Code to create a new one.

     

    • Enter the name (e.g., “Coaching”).

    • Select the category type if applicable.

     

  3. To edit an existing code, click the pencil icon.

  4. To remove a code, click the trash icon.

Tip: Keep the list of codes simple and standardized so reporting remains clean.

👩‍💻 How Agents Use Pause Codes

  1. In the Voice UI, click your Status menu.

  2. Select a Pause Code such as Break or Lunch.

  3. The system will show you as unavailable for calls.

  4. When you’re ready, set your status back to Available.

While paused, you will not receive inbound calls or outbound assignments.

📊 Reporting with Pause Codes

All time logged under Pause Codes appears in Agent Time Reports, including:

  • First login time and logout time

  • Total time logged in

  • Total time paused by category (e.g., 45 minutes on Break, 1 hour in Training)

  • Active talk time vs non-call time

Supervisors can use this data to:

  • Monitor adherence to schedules

  • Plan workforce coverage during peak hours

  • Coach agents on time management

✅ Best Practices

  • Require agents to use Pause Codes any time they are away from the phone to maintain accurate reporting.

  • Review reports weekly to identify patterns (e.g., excessive time in Lunch vs Break).

  • Customize codes for your workflow (e.g., “After-Call Work,” “System Training”).

  • Use reports for coaching rather than policing — Pause Codes are about clarity, not punishment.

🔒 Status

Pause Codes are live and Customization of Pause Code is coming in Oct