When using a power dialer in a call center or sales environment, agents have tools at their disposal to manage their calls effectively. Two critical features are the "Pause Session" and "End Session" buttons. Each serves a unique purpose and knowing when to use which button is key to efficient call management.
Pause Session
The "Pause Session" button temporarily stops the power dialing session from automatically moving to the next call. This feature is useful for agents who may need a short break, need to address an urgent matter, or have to handle administrative tasks before continuing their calls.
The pause function will not end the current call and will prevent the next call from happening.
Resuming after pausing a session
When a session is paused, the system holds your place in the call queue, ensuring that you can resume exactly where you left off. If you pause the call and log out, you can still return to the Power Dialer, and the last contact before you paused it will be the first on the queue.
However, during this paused state, agents are not able to change filters or select different contacts. This limitation ensures that the integrity of the call list and the session's configuration remain intact until the session is either resumed or ended.
The power dialer saves the agent's place in the call queue, allowing them to continue with the next scheduled call as if they had never paused.
There are no variations based on other factors; the main purpose of the pause feature is to provide a seamless way to stop and restart calling without losing progress.
End session
On the other hand, the "End Session" button completely stops the power dialing session or ends the task list. This button is typically used when an agent has finished their calls for the day or needs to completely reconfigure their next set of calls.
The "End Session" is only active when the call is in wrap-up status, making it distinct from pausing.
Resuming after ending a session
Ending a session is usually done after a call is completed. This action is final for that session, meaning the agent cannot resume where they left off.
However, similar to pausing, if you end the session and later return to the power dialer, the last contact before you ended the session will be the first on the queue. The difference is that it will just redirect you to the Queue list, rather than resuming where you left off.
Understanding when to use Pause vs. End
Agents should use the Pause Session button when they need a brief break, have an unexpected task that requires immediate attention, or simply want to continue working with the same call list after a short interruption.
On the other hand, the End Session button is appropriate when the workday is over, when significant changes to the call list or settings are needed, or when starting a completely new session with different parameters or contacts.
By knowing the differences between these two functions, agents can manage their calls more efficiently, maintain workflow continuity, and tailor their approach to both their own needs and the needs of their clients.