This guide provides step-by-step instructions on how to request and take breaks while using MaxContact. It covers various scenarios and provides tips for an efficient break process. The guide also explains how to cancel a break request and what to do if a break time runs over.


TABLE OF CONTENTS


Tip! Breaks can include lunch breaks, meetings, after call care work and any other type of break as part of your processes. These are configured by Admin.

Requesting a break

1. Requesting a break happens when you select "Go to Break" from the User menu.


2. You can make the request when 'Ready' waiting for a call to be allocated to you. If you are in this status, the system will wait for X amount of seconds before allowing you to go on break (This is configured by Admin and is there to make sure you are not allocated a call as you go on a break).


3. You can make the request when 'Calling' in Manual dial or when on a call, 'Talking', with a contact too.

If you are in those statuses, you will have to wait until the call is dispositioned before going on a break.


Tip! If you need to go on a break after a call, ensure you have made the request before dispositioning or you will have to wait the 'X' amount of time OR for the next call to end before being allowed to go to break.


4. It is possible to request a break straight away, before selecting "Go Ready on all Queues". This will action immediately as you are in the 'Not Ready' state.

Cancelling a break request

5. To cancel a break request, select your User menu again and click "Cancel Request".

Going to break

6. Select your User menu icon.


7. Click "Go to Break". Depending on your status (as mentioned above) continue as expected.

Select a break

8. Once in 'Request a break', click on the break you wish to go on. Depending on the number of options created by Admin, you may need to scroll to find the desired break.

During a break

9. You will see 'On break' displayed and the amount of time you have will count down on screen.


10. Its also worth noting that your softphone status is displayed on screen, during breaks. As long as you keep the tab open, you wont need to redo the 'nailup' process as described in the 'Logging in' guide.


11. The view allows you to see your most recent campaign you were logged into.


12. All campaigns available to you are listed on this view.

When you are ready to log back in, you can choose a different campaign if required.


Tip! The campaigns listed are determined by Admin and are allocated via the CTU page.


13. You can use the "Search Campaigns" option if you are required to log into a different campaign and are having trouble finding it in the list.

Breaks running over

14. Should you go over your break time, the screen will try to alert you by showing flashing red text.


15. You will also see the amount of time you are over your break as it counts up!


All times in each status are recorded and reportable. The break table on Dashboards will show a live view of users on breaks and will also indicate when a user goes over their allotted time.


16. To log back in, simply click on the campaign you wish to join.

17. You will then be logged into the campaign where you can again "Go Ready on all Queues".