When agents pause themselves from receiving interactions, there is a dropdown menu for them to select the reason they are going on pause (e.g., Lunch).
Pauses are available on a user group level. Administrators can allow agents to choose to pause, or configure auto-pause as part of queue functionality.
Create a custom pause reason by clicking the New Pause Reasons button. Then, concisely type your reason (there is limited space), and click Save.
This is one article in a series covering Admin Configuration topics.