Automatic pause
Configure scheduled and automatic pauses to control handover in specific scenarios.
Here you can configure two types of pause: Scheduled Pause (manual, triggered by the manager) and Automatic Pause (triggered automatically by the system based on configurable rules).
Both prevent the service from overflowing to the human agent: whether due to maintenance, power outages, or the queue volume reaching its limit.
How to Access
Access: Service / Digital Service / Automatic pause, as shown in Figure 1:
Figure 1: Service Pause.
The page has two tabs at the top: Scheduled Pause and Automatic Pause. Each tab offers distinct pause control features.
Scheduled Pause
The Scheduled Pause tab allows management to manually trigger a pause by selecting the reason and leaving a message, as shown in Figure 2:
Figure 2: Select reason, start/end Scheduled Pause.
Don't forget: To end the pause click Return from Pause as shown in figure 2 above.
How It Works
When a scheduled pause of services is necessary follow these steps:
Access the Service Pause screen
Select the pause reason in the Pause reason
Write a message explaining the reason for the pause
Click Start Pause
During the pause:
Services do not overflow and customers are notified with the message recorded in pause reasons.
Pause Reasons
The reasons available in the Pause reason field are previously registered in the Pause Reasons of Digital Service.
Note: To create, edit or manage the available pause reasons, go to Service / Digital Service / Pause Reasons.
Automatic Pause
In the Automatic Pause tab you configure rules so the system blocks overflow when certain conditions are met, as shown in Figure 3:
Figure 3: Automatic Pause.
Automatic Pause Rules
The page displays a table with three types of rules that can be activated:
Table columns:
Name - Description of the automatic pause rule
Active - Button to activate/deactivate the rule
Order - Arrows to set the execution priority of the rules
Action - Gear icon to configure the rule parameters
Shall we get to know the automatic pause rules?
1. Maximum Number of Services
Description: Pauses the service queue automatically when it reaches a maximum number defined by each company:
How it works:
You set a limit (e.g.: 100 services)
When the queue reaches that limit, overflows cease and customers see the defined message
When to use:
When the queue volume is high
To ensure service quality
To avoid long wait times
How to configure:
Activate the rule as seen in Figure 3 (it will turn purple when active)
Click the gear icon in the Action column as seen in Figure 3
Set the Maximum number of services (integer)
Add an explanatory message in the text field
Click Confirm to save
See in detail in Figure 4 how to configure:
Figure 4: Maximum Number of Services configuration.
2. Maximum Number of Services per Agent
Description: Similar to the previous rule, but with individualized control per agent, not the queue.
How it works:
You set specific limits for simultaneous service per agent
When this limit is reached, overflows cease and customers see the defined message
How to configure:
Activate the rule as seen in Figure 5 (it will turn purple when active)
Click the gear icon in the Action column as seen in Figure 5
Set the Maximum number of services per agent (integer)
Add an explanatory message in the text field
Click Confirm to save
See in detail in Figure 5 how to configure :
Figure 5: Maximum Number of Services per Agent configuration.
3. Maximum Number of Services per Agent and Department
Description: Even more granular control that considers both the agent and the department in which they are operating.
How it works:
You set specific limits for each agent + department combination
How to configure:
Activate the rule as seen in Figure 6 (it will turn purple when active)
Click the gear icon in the Action column as seen in Figure 6
Set the Maximum number of services per department and agent (integer)
Add an explanatory message in the text field
Click Confirm to save
See how to configure below in figure 6:
Figure 6: Maximum Number of Services per Agent and Department configuration.
Defining Priority Order
The Order column defines which rule has priority when multiple are active. See in Figure 7:
Figure 7: Defining Priority Order.
How to use:
Click the up arrow to increase priority
Click the down arrow to decrease priority
The rule at the top of the list is executed first
Saving Settings
Figure 8: Saving settings
After activating and configuring the desired rules:
Click the Configure button at the bottom of the page
The rules take effect immediately
The system begins to monitor and apply automatic pauses
Important: Don't forget to click Configure after making changes. Without confirming, changes will not be saved.
Use Cases
The Scheduled and Automatic Pause feature is especially useful for:
Unforeseen scenarios - power outages, systems down (scheduled pause).
Queue volume control - queues that overflow for some reason, with a reduced number of agents (automatic pause).
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