Agent pause reasons and skills

Pause reasons and skills are the two levers that decide when an agent is available and which calls they receive. Set them up early — they shape every queue report you'll ever read.

Pause reasons

A pause reason is a label an agent picks when they step away from queue work — Lunch, Break, Training, 1:1, Admin. Drömlik tracks the time spent in each reason so supervisors see how the day was actually spent, not just "logged out".

1. 1

   Open Contact Center → Settings → Pause Reasons

   Click Add and name the reason. Keep the list short — 5–8 reasons covers most teams.

2. 2

   Decide if the reason is paid

   Mark training and team meetings as productive so they don't count against occupancy.

3. 3

   Save and roll out

   Agents see the new reasons in the Call Center Console the next time they sign in.

Skills

Skills let you route calls to the right people — by language, product, tier, or anything else. An agent can hold many skills, each with a proficiency from 1 (basic) to 10 (expert).

Steps

1. 1

   Create the skill

   Contact Center → Settings → Skills → Add. Give it a clear name (e.g. Swedish, Tier 2 Billing).

2. 2

   Assign skills to agents

   On each agent's profile, add the skills and set proficiency.

3. 3

   Enable skills-based routing on the queue

   On the queue, set strategy to Skills-based and choose the required skill(s).