An agent is on an active call, yet the Admin Dashboard reflects a "Paused" status.
While on an active call, the agent's workstation, was unable to maintain a constant connection to Ytel's datacenters.
The instability was enough to interrupt the connection between the Agent interface and the Admin dashboard. It was not enough to disconnect the call.
Review the agent's workstation to determine the cause.
We've listed some common culprits below:
Does their workstation meet our Technical Requirements for Contact Center?