Administrators can set up reasons for agents to label their breaks. They can also modify or delete existing break reasons, or make a copy with slight changes if needed.
Manage break reasons: #
- Click Staff > Break Reasons on the menu bar. A list of the break reasons that have already been defined is displayed.
- To add a new break reason:
- Click Add.
The New Break Reason page is displayed. - (Mandatory.) Enter the name of the break reason (up to 100 characters). Any unicode characters are allowed, including whitespace and accented letters. The name must be unique within your company.
- Enter a brief description of the break reason (up to 250 characters). Any unicode characters are allowed, including whitespace and accented letters.
- To define the break reason as a productive break, tick the Productive Break check box.
- To define the break reason as an interruptible break, tick the Can Interrupt check box.
- To define a time limit for a break, for Alert If Break Exceeds 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.
- Click Add.
- Click Add.
- To delete a break reason, select the name of the break reason in the list and click Delete.
- To create an exact copy of a break reason:
- Select the appropriate break reason in the list.
- Click Copy.
- Enter the name of the copy (up to 100 characters) then click OK.
- To edit parameters for a break reason, select the appropriate break reason name in the list, reconfigure the parameters as appropriate, then click Save Changes.
Definitions #
- Name: The name of the break reason.
- Description: A brief description of the break reason.
- Productive Break: Whether or not the break is productive.
- Can Interrupt: Whether or not the break is interruptible.
- Alert If Break Exceeds: 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.
Related concepts
Break reasons
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