Break Management 

Break Management is the screen where you define the break types the agents working in your organization can use and manage the existing break records. The break types you define are used when agents choose a break, and the break durations you set can be tracked in the agent performance reports. 

• To reach this screen, follow Organization Structure > Breaks in the left menu.
• The break list shows information such as Break Name, Break Description, Break Duration and Break Status. 
• You can arrange the columns in the list to suit your needs. To do that, click the Column manager section and switch the columns you want to see on or off.
• Use the search field at the top of the screen to find a specific break record. 

Add Break 

To define a new break type for your organization, click the Add button at the top of the screen. 

• On the screen that opens, enter the Break Name, Break Duration and Break Description. Use the Change Color field to set the color of the break type.
• Once you have completed the required information, click the Save button to create the break record. 

Edit Break 

To change the details of an existing break record or update its status, click the three dots icon at the far right of the relevant row. Select Edit from the menu that opens. You can update the break details and set the break to active or passive. Once you have finished editing, click the Save button. 

Delete Break 

To remove a break record that is no longer used from the system, click the three dots icon in the row of the relevant break. Select Delete from the menu that opens to remove the break record from the system. 

ACW Duration Settings 

The After Call Work (ACW) feature automatically places the agent in the break type you set when a call ends. When the defined duration expires, the agent is automatically released from the break.

• To set the ACW duration, click the Set ACW Duration button. In the window that opens, enter the duration in seconds and click the Save button. 

Note: To use the break settings, you must have purchased at least one Agent Module from the Product Store.