The agent removal actions feature allows you to automatically cause an action to happen to your agents at the pause of a campaign, at the end of a campaigns schedule OR when they haven't selected a specific break after requesting to go on a break.

Campaigns pausing/schedule ends.

In the manage campaigns screen, you can pause a campaign at any point which will stop any new calls being made. If you have schedules on your campaigns, the point a schedule ends also acts like pausing it - no new calls will occur, but existing ones continue uninterrupted.

The main reason for this is if an agent doesn't log off properly e.g. they are still in wrap, and haven't selected an outcome for a call, you can set a timed action to log the user off with a default at the end of the schedule. This will stop your reports reflecting large amounts of wrap time for those agents.

Remove action delay. How long after the pausing of a campaign/end of a schedule to perform action.

Removal action. Which action to take, choose from 'do nothing' (only if you are using these options for breaks, see requesting breaks below), 'cancel', 'go to break' or 'log off'

Removal action break. Which break to put the agent in if the above option is set to 'go to break'.

Default result code. Which result code to use in the event a call hasn't been dispositioned.

Requesting breaks.

'Removal action break' can be used if an agent requests a break but doesn't select a break from the predetermined list. 

All 4 settings can be used at the same time, both the pause/schedule end and auto break allocation.

After requesting a break, agents will have the amount of time you determine in the 'remove action delay' box to choose a break. If they fail to select one in that time, they will be put into the break set in the 'removal action break' box .