What is Pause Agent?
Pause Agent allows you to pause or resume call processing for individual agents. This is useful when you need to stop a specific agent while keeping others active.How It Works
Pausing an Agent
When you pause an agent:- That agent stops processing queued calls
- Queued calls remain in the queue for that agent
- Test calls still work for that agent
- Other agents continue processing normally
Resuming an Agent
When you resume an agent:- That agent restarts processing queued calls
- Calls resume from where they left off
Using Pause/Resume Agent
- Navigate to Ongoing Calls page
- Find the agent in the table
- Click Pause button (when active)
- Or click Resume button (when paused)
- Confirm the action in the modal
- The agent will pause/resume immediately
Agent Status
Each agent’s status is displayed in the table:| Status | Description |
|---|---|
| Active (Green) | Agent is processing calls normally |
| Paused (Red) | Agent is paused, not processing calls |
Test calls triggered from the agent dashboard will still work even when the agent is paused.