Most of the time that an agent is connected to the Call Center module, the agent is either attending a call or has an available status; this is the best situation. If we do not have enough agents, our call center's performance will be poor, but agents are human beings that need to eat, have lunch, have some rest, take a course, and so on. Therefore, we need to set up the reason why an agent has been set to pause and is not receiving calls. When an agent needs to be set on pause, instead of logging off, the use of breaks is mandatory to have good statistical information about our call center.
Go to the Call Center | Breaks | Show Filter | Create New Break menu. The information we need to enter is as follows:
Name: Name of the break
Description: Description of the break.
This is shown in the next image:
In the Call Center | Breaks menu, we can activate or deactivate any break by selecting it and applying the desired action.
