Customizing Break Codes

You can create break codes that agents use to indicate when they are taking breaks. You can also regulate how many or what percentage of agents can be on a break at the same time.

Tip: Use break codes such as 10 minute break, lunch, training, etc. Use of break codes can be monitored in the Real-time Statistics window.

Table of Contents

To Access Break Codes

  • From the VCC Live menu, select Contact Center > Break codes.

To Create a New Break Code

  1. From the VCC Live menu, select Contact Center > Break codes, then press Add new aux.
  2. Enter a name in the Name text field.
  3. Select one or more agent groups who you wish to create the break code for.
  4. Mark the Visible checkbox to make the break code visible.
  5. Set the soft and hard limits.
  6. Set the agent and aux limit.
  7. Press Create aux.

Note: Break codes can be assigned to User Right Groups.

To Delete a Break Code

  1. From the VCC Live menu, select Contact Center > Break codes.
  2. While keeping your cursor over a break code, press trash icon.
  3. Press Yes.

To Enable or Disable the Custom Call Tab on the Pause/Resume Screen

  1. From the VCC Live menu, select Contact Center > Break codes.
  2. Select a break code.
  3. Mark or unmark the Custom call tab checkbox.

Note: The agent must be granted access to the Custom Call user right. See Managing User Right Groups.

To Enable or Disable the Agent Browser Tab on the Pause/Resume Screen

  1. From the VCC Live menu, select Contact Center > Break codes.
  2. Select a break code.
  3. Mark or unmark the Agent browser tab checkbox.

Note: At least one URL must be added to the agent browser. See Adding Web Pages for Agents.


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