Dear friends, good morning! All right?

I would like to request the possibility of adding a function to calls where it is possible to define the status as “Pending User” or something similar, making the call SLA paused/locked while waiting for the customer to return.

Currently, in many cases, we are dependent on customer information, confirmations, or returns to continue the service. However, even without any active action on our part, the SLA continues to run, increasing the time it takes to call incorrectly.

The idea would be to have an option to pause the SLA during this pending period, resuming counting as soon as the user returns and the call is being dealt with again.

I believe that this functionality would help a lot in the actual control of calls and SLA metrics.