Break Reports

Break Reports allow you to review agents’ break usage based on different criteria and track break durations, usage counts, limit exceedances, and agent-based performance data.

To access this report category, follow Reports > Agent Reports > Break Reports.
Use the Column Manager section to customize the columns displayed in the reports according to your needs. Activate the columns you want to display and deactivate those you do not want to display.
Use the filter fields at the top of the reports to filter reports based on criteria such as date and agent. You can also use the Search field to perform a search. Report data is listed according to the filters you apply.
You can export reports in Excel, PDF, CSV, XML, and JSON formats.
The Break Reports category includes Break Summary, Break Details, Break Type Summary, Break Limit Exceedances, Agent Break Performance, and Daily Break Trend reports.

1. Break Summary

The Break Summary report allows you to review general data on agents’ break usage within a specific date range in a single report. You can evaluate break duration information by break type and access summary data regarding agents’ break usage.

To access this screen, follow Reports > Agent Reports > Break Reports > Break Summary.
The report includes agent information and duration details by break type.

For detailed information about creating and editing breaks, click here.

2. Break Details

The Break Details report allows you to examine the breaks used by agents within the selected date range in detail. You can track the start and end times, total duration, and any notes added to each break record through this report.

To access this screen, follow Reports > Agent Reports > Break Reports > Break Details.

The report contains the following information:

Agent: The name of the agent who used the break and the agent associated with the relevant break record.
Break: The name of the break type used by the agent.
Start: The date and time when the relevant break started.
End: The date and time when the relevant break ended.
Duration: The total duration between the start and end times of the break.
Note: Any description or additional information added when the break record was created.

3. Break Type Summary

The Break Type Summary report allows you to review how frequently the break types defined in the system are used and the amount of time spent on each break type. This allows you to compare the usage counts and durations of different break types collectively.

To access this screen, follow Reports > Agent Reports > Break Reports > Break Type Summary.

The report contains the following information:

Break: The name of the reported break type.
Count: The total number of times the relevant break type was used during the selected day.
Total Duration: The total duration of all breaks taken under the relevant break type during the selected day.
Average Duration: The average duration of the breaks taken under the relevant break type.
Agent Count: The total number of different agents who used the selected break type.

4. Break Limit Exceedances

The Break Limit Exceedances report allows you to examine in detail the instances where agents exceeded the break durations defined for them. Through this report, you can track which agent exceeded the defined limit, for which break type, and by how much.

To access this report, follow Reports > Agent Reports > Break Reports > Break Limit Exceedances.

The report contains the following information:

Agent: The name of the agent who exceeded the break limit.
Break: The name of the break type for which the limit was exceeded.
Start: The date and time when the break subject to the limit exceedance started.
Duration: The total duration the agent spent on the relevant break type.
Allowed: The maximum permitted break duration defined for the relevant break type.
Exceeded: The total duration used by the agent beyond the permitted break duration.

5. Agent Break Performance

The Agent Break Performance report allows you to collectively review agents’ break usage within a specific date range. Through this report, you can track the total number of breaks used by each agent, their total and average break durations, and the number of times the permitted durations were exceeded.

To access this screen, follow Reports > Agent Reports > Break Reports > Agent Break Performance.

The report contains the following information:

Agent: The name of the agent whose break usage and performance data are reported.
Count: The total number of breaks used by the agent within the selected date range.
Total Duration: The total time the agent spent on all breaks within the selected date range.
Average Duration: The average duration of the breaks used by the agent.
Exceedance Count: The total number of break records in which the agent exceeded the permitted break duration.

6. Daily Break Trend

The Daily Break Trend report allows you to examine agents’ break usage on a daily basis through graphical data. You can track daily changes based on total break duration and break count.

To access this screen, follow Reports > Agent Reports > Break Reports > Daily Break Trend.
The graph contains daily total break duration (min) and break count information. You can also select an Agent to examine the daily break data of a specific agent. This allows you to track daily changes in the selected agent’s break durations and usage counts through the graph.