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
• To Create a New Break Code
• To Delete a Break Code
• To Enable or Disable the Custom Call Tab on the Pause/Resume Screen
• To Enable or Disable the Agent Browser Tab on the Pause/Resume Screen

To Access Break Codes

• From the productname.label menu, select call_center.menu.label > auxes.menu.label.

To Create a New Break Code

1. From the productname.label menu, select call_center.menu.label > auxes.menu.label, then press add_new_aux.button.label.
2. Enter a name in the dummy_script.name.label text field.
3. Select one or more agent groups who you wish to create the break code for.
4. Mark the visible.label 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.button.label.

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

To Delete a Break Code

1. From the productname.label menu, select call_center.menu.label > auxes.menu.label.
2. While keeping your cursor over a break code, press .
3. Press buttonDialog.button.yes.

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

1. From the productname.label menu, select call_center.menu.label > auxes.menu.label.
2. Select a break code.
3. Mark or unmark the allow_custom_call.label checkbox.

Note: The agent must be granted access to the op_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 productname.label menu, select call_center.menu.label > auxes.menu.label.
2. Select a break code.
3. Mark or unmark the allow_op_browser.label checkbox.

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