Breaks are used globally by the Agent application, they cannot be filtered to campaigns etc. If an agent needs to leave their workstation for one reason or another they will need to select a Break. Web Agent Guide - Breaks.

Select the images for a more detailed view.

Fig 1. Breaks can be found by selecting SETTINGS > GENERAL > BREAKS

Page options

At the top of the screen, you can see some options, these allow you to change the view of the screen and allow you to add breaks or save changes to the page.

Fig 2. The options available on the page.

Active	Shows all active breaks on the system, those that agents can select.
Inactive	Displays all breaks created o the system but made inactive. These cannot be seen/selected by agents.
All	This option will show the combination of all active and inactive breaks on the system.
Add	Allows you to create a new break.
Filter	Allows you to type in under the headers to filter the table.

Create new breaks

There are no limits to how many breaks you can create on the portal. However, the more there are, the longer agents may take choosing the correct one!

Fig 3. Upon selecting 'Add', a new blank break will appear.

1. To add a break, select the 'Add' button.

2. You will be presented with a dialog box to fill in the details of the new break.

3. Enter a name for the break. 

This needs to be a specific name, ensuring its relevant to the purpose so all users know what its for. The break name is required and must be unique. Limited to 28 characters and special characters cannot be used.

4. Enter a description.

Describe what this break is for in more depth, so as the number of breaks created grows, you'll know exactly which break is which. Limited to 70 characters and special characters cannot be used.

5. Enter a duration, the length of time the agents will have when on this break.

Enter the length the break is targeted to last, once this target is reached, the user will be alerted that they have exceeded their allotted time and by how much. This can be set between 1 and 999 minutes.

6. Toggle to include in active time or not.

When enabled, all time spent by users in this break will be included within reports as active (productive) time. Useful if certain breaks are classified as productive e.g. admin work following a customer interaction.

7. By default, a new break is set to active.

8. Once created, select the save button. This break will now be available for agents to select.