Task Pausing

Introduction

Tasks can be paused and resumed as described in Amazon Connect documentation here

This allows Contact Centre agents to increase task concurrency if a task requires further background work, or requires external party involvement for example.

Configuration

To enable this functionality globally in CX, toggle on ‘Pause and Resume’ feature, within Contact Centre > Configuration > Interactions.

In addition, task pausing can be overridden by setting the value of the contact attribute NEONNOW_CONTACT_TASK_PAUSING to ON or OFF.

info

This feature is only available in CX Softphone Mode.