Contact supports break reasons.
When an agent takes a break, they can classify the type of break, for example, as productive, non-productive or interruptible.
Company administrators and supervisors can define reasons for which agents might take a break from handling calls. They can also specify the length of time (in hours and minutes) that an agent is allowed to be on a break before an alert is sent to the supervisor.
When an agent has classified a call break, the break is logged and analysed by Contact for display via the wallboard and for inclusion in regular reports.
Profiles are supported within companies. Each company administrator can assign a Break Reasons profile to a user login to define which break reasons that have been defined for the company the user can see. The Break Reasons profile may permit the user to see all of the company’s break reasons or only some of them.
Roles can also be assigned to user logins. Each role can have a Break Reasons privilege associated with it that permits or prohibits access to the list of break reasons used by the Contact.