Quick Reference

Setting Name agent_pause_codes_active
Default Value N
Recommended Y (enabled for reporting accuracy)
Impact Level Medium
Location Admin > Campaigns > [Campaign] > Agent Interface Options
ViciStack Module AI Quality Control

agent_pause_codes_active

What Agent Pause Codes Active Does

When enabled, agents must select a pause reason code when placing themselves in a paused state. This enables accurate reporting on how agent non-availability time is being spent — distinguishing between break time, training, bathroom breaks, and administrative tasks.

| Center Size | Recommended Value | Notes |

| --- | --- | --- |

| 10–25 Agents | Y (enabled for reporting accuracy) | Start conservative, monitor for 48 hours before adjusting |

| 25–100 Agents | Y (enabled for reporting accuracy) | Scale gradually — larger operations amplify effects of misconfiguration |

| 100–500 Agents | Y (enabled for reporting accuracy) | Consult ViciStack optimization team for enterprise-scale tuning |

How to Change This Setting

  • Go to Admin > Campaigns

  • Select the campaign

  • Find Agent Interface Options section

  • Set agent_pause_codes_active to Y

  • Define pause codes in Admin > Pause Codes

  • Click Submit to save

Common Problems

Agents select wrong codes to avoid scrutiny, requiring training

Too many pause codes confuse agents and slow code selection

Without this enabled, pause time reporting is completely blind

ViciStack Module

ViciStack’s AI Quality Control module automatically monitors and optimizes agent_pause_codes_active based on real-time performance data from your operation. Instead of manual tuning, ViciStack continuously analyzes call outcomes, agent performance, and contact rates to recommend and implement optimal values — often catching configuration drift before it affects your numbers.

Frequently Asked Questions

What does agent_pause_codes_active do in VICIdial? +

When enabled, agents must select a pause reason code when placing themselves in a paused state. This enables accurate reporting on how agent non-availability time is being spent — distinguishing between break time, training, bathroom breaks, and administrative tasks.

What is the recommended value for agent_pause_codes_active? +

The recommended range for agent_pause_codes_active is Y (enabled for reporting accuracy). The out-of-box default is N. Note that optimal values vary by operation size, campaign type, and carrier — use ViciStack's automated tuning to find your exact optimal configuration.

Can ViciStack automatically optimize agent_pause_codes_active for me? +

Yes. ViciStack's AI Quality Control module monitors agent_pause_codes_active continuously and alerts you when the value drifts outside optimal range. On qualifying plans, ViciStack can automatically adjust this setting based on real-time performance data — no manual intervention required.

Related Settings

available_only_ratio_tally View setting → pause_disposition View setting → wrap_up_seconds View setting →

Related Blog Posts

VICIdial Optimization VICIdial Agent Screen Customization Guide Read article → VICIdial Optimization VICIdial Pause Codes and Agent Accountability Systems Read article → VICIdial Optimization VICIdial Predictive Dialer Settings: The 15 Configuration Changes That Actually Matter Read article →

Part of the Complete VICIdial Implementation Guide and VICIdial Performance Optimization Guide

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