Work Breaks

Configure Break Codes, such as Coffee, Lunch, Meeting, or a Personal Call. These codes help track agents' availability and in turn, allow call center administrators to run reports and compile statistics for agent efficiency.

Administrators can analyze how much time users spend on other activities and better plan their availability, improving reporting and resource management. 

This article will detail how to configure work breaks, which will be applied to ALL call centers in your Contvio Admin Portal. 

Create a Work Break

(Use the GIF above as a reference)

1. To create a new work break, navigate to Global Settings > Work Breaks.
2.  Click 'New'.
3. Fill out the fields listed below. 
   1. Break:  The naming convention of your break. (i.e., Lunch, Coffee, Meeting, etc.)
   2. Phone Code: A numeric code manually entered to change an agent's availability status. This code is mandatory for any Contivio agents using traditional desk phones (IP Phones).
   3. Duration in Minutes: The set time for how long a work break will be.
      1. Supervisors can track when agents breach this time threshold.
4. Click 'Done'.

Next: Contact Dispositions