I would like to second this. It is annoying to have to have floor managers chase down agents who have paused without a reason. As a temporary workaround, we had to implement a test in the dial plan that simply rejects the pause if it comes without a reason.
I think in general that QM needs to think about being able to tighten up Administrators abilities to battle bad input from Agents. In a perfect world, everyone follows instructions and policies to the letter. In our real world where we have hundreds of agents and a significant number of them are temporary employees, there are lots of opportunities for agents to make mistakes possible [some deliberately gaming the system, some just careless]. But basically if you give an Agent a textbox to fill in [like for the extension they want calls coming to in a hot seat environment] or you give them select boxes with "-" or " " as an option, mistakes will be made and some of them can be crippling. We need to be able to either eliminate or greatly reduce the possibilities to make these errors.
