Digital queues can pause and resume interactions

What changed

Webex Contact Center released pause and resume for supported digital queues. Administrators enable manual pausing on the queue and set a pause time-out that limits how long an interaction can stay paused. When the customer responds or the time-out expires, the interaction is routed back to the previous agent or to the originating queue.

Why it matters

Slow asynchronous conversations otherwise hold agent capacity while nothing is happening. Pausing frees that capacity, but the time-out and return path decide whether customers get continuity with the same agent or re-enter the queue, so they should match the channel's service expectations.

CxCave practical context

Who should care

• Administrators
• Supervisors
• Agents

Implementation considerations

Identify digital queues with long idle gaps, choose a pause time-out per queue, and brief agents on when to pause and what happens on return before enabling it.

CxCave recommendation, not a vendor mandate unless explicitly stated.