LiveAgent offers an option for Agents and Admins to enter "Pause" mode. It’s typically used to turn off receiving tickets, chats, and calls while being out of the office for a short time (for example a lunch or a coffee break.)


Example When an agent is leaving office for a short break (e.g. lunch, coffee) by clicking Pause, the agent’s account becomes inactive - no tickets, chats, or calls will arrive in his paused account. When the agent comes back by clicking Resume his account changes to active mode. The agent doesn’t have to log out and log in to his account.

The time spent in a pause doesn’t count in agents’ work report as work hours.

Knowledgebase resources

Learn how to go into a Pause

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