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So Agent Pause Max Seconds works well, a little too well.

Is it possible to configure it in such a way that it does not kick the agent out when the agent has selected a pause code such as 'LUNCH' for example?

Alternatively, is there a way to 'alert managers' when an agent is paused for too long?


Deets:
VERSION: 2.14-730a
BUILD: 191121-2256
© 2019 ViciDial Group

Yes, this is a newer campaign feature though, so you will need to upgrade to a newer version of svn/trunk codebase to get it:

Agent Pause Max Exceptions -
This setting will allow you to define a set of Pause Codes that do not trigger the Agent Pause Max Seconds feature if it is active if the agent has selected one of them as their current pause code. These pause codes must be defined within a Settings Container of the PAUSE_CODES_LIST type with one pause code per line. Default is blank for disabled.