Contivio Administrators may configure “Work Breaks”. Break codes such as “Coffee”, “Lunch”, “Meeting”, and “Personal Call” may be used to define reasons why agents are choosing to go on break. This allows for call center administrators to run reports and compile statistics for agent efficiency.
To create a new Work Break, navigate to the appropriate call center, and then "Productivity Tools" > "Work Breaks"- Select
and complete the form. The numeric digits used for the “Code” are required for Contivio agents who are using IP phones. Agents using IP Phones may enter a star command to go on break instead of using the Contivio Client. - Click
to finish creating the work break.
Tip: If you have already created your work breaks in the Global Settings, you will not need to create them in the call center. You will only need to create call center work breaks if you are using different work breaks across multiple call centers.