Pause Cause Profiles

📖 Introduction

In inbound contact center environments, tracking why agents are unavailable to take calls is crucial for workforce management (WFM), payroll, and queue service-level adherence. The Pause Cause Profiles module enables organizations to define structured catalogs of pause and break codes.

When an agent pauses their queue status from the Switchboard, they are prompted to select an authorized reason code. This event updates their queue tier in Telephony Server (mod_callcenter) and logs the duration in the historical CDR reporting database.

Pause Profiles Management

☕ Typical Pause Reasons & Visual Iconography

A Pause Cause Profile consists of an ordered sequence of reason items. Each item includes a recognizable icon, color badge, and descriptive label:

Icon	Cause Name	Recommended Color	Operational Meaning
☕	Coffee / Short Break	Green (`#22c55e`)	10-15 minute rest period. Agent remains on-premises.
👥	Team Meeting	Blue (`#3b82f6`)	Scheduled internal standup, supervisor coaching, or team huddle.
🎓	Training	Purple (`#8b5cf6`)	Continuous education, product updates, or compliance reviews.
👤	Personal	Amber (`#f59e0b`)	Unscheduled personal emergency or restroom break.
💼	Administrative / Back-Office	Cyan (`#06b6d4`)	Email follow-ups, CRM ticket updates, and back-office order processing.
🎧	Wrap-Up / After-Call Work	Indigo (`#6366f1`)	Post-call documentation requiring extended concentration.
❤️	Medical / Wellness	Red (`#ef4444`)	First-aid or health clinic visit.
⚠️	Technical Issue	Orange (`#f97316`)	Workstation hardware, headset, or ISP network degradation.

🛠️ Profile Configuration

Profile Name: Descriptive identifier (e.g., Tier 1 Support Breaks, Sales Inbound Break Codes).
Description: Internal explanation of the profile’s applicability.
Enabled: Active state toggle. Inactive profiles cannot be selected by operators.
Default Profile: Designates this catalog as the standard assigned fallback for newly provisioned roles and tenants.

Managing Pause Items

Within the profile editor, administrators can dynamically customize the cause items:

Click Add Pause Cause (+) to insert a new break entry.
Select an icon from the built-in Lucide catalog (Coffee, Users, Clock, GraduationCap, User, AlertTriangle, Phone, Heart, Briefcase, Headphones).
Assign a preset or custom hex color to highlight the state on the Extensions BLF widget.
Input the localized cause label and brief description.
Use drag handles (⠿) to reorder the items according to operator usage frequency.

🔄 Telephony Server Queue Integration

When an operator selects a pause reason code in the Switchboard interface:

sequenceDiagram
    autonumber
    actor Agent as Operator / Agent
    participant SW as Switchboard UI
    participant API as Monitoring API
    participant FS as Telephony Event Socket (ESL)
    participant DB as PostgreSQL DB

    Agent->>SW: Selects "☕ Coffee Break"
    SW->>API: POST /api/queues/pause { cause_id, cause_name }
    API->>FS: callcenter_config agent set status <agent_id> 'On Break'
    API->>FS: callcenter_config agent set state <agent_id> 'Waiting'
    API->>DB: INSERT INTO queue_agent_pauses (agent_id, cause_name, started_at)
    FS-->>SW: ESL Event: AGENT_STATUS_CHANGE
    SW-->>Agent: Extension BLF updates to Violet (Paused: Coffee Break)

Immediate Queue Unbinding: Telephony Server halts delivering inbound ACD calls to this extension.
BLF Presence Glow: The agent’s BLF tile turns violet (Paused), displaying the cause code on hover.
WFM Audit Trail: Total paused duration is calculated when the agent clicks Resume / Ready, feeding into contact center supervisor metrics and SLA compliance reports.