Break rules define how agents’ breaks are scheduled within a shift. Each break rule can contain one or more break options, corresponding to a specific shift duration interval to where the break(s) should be applied to.
Each break option can, in turn, have one or more break templates.
Break templates contain the set of breaks for the shifts defined on that interval (configured at the break option level). The same interval of shifts can define more than one break template. WFM and its algorithm will then choose the best break template to apply to a specific shift, on a case-by-case basis (considering queues and agents configuration, as well as the queue forecast).
Default Break Rules
To get you started, WFM already brings examples of pre-configured break rules, which you can use or edit according to your specific needs. Existing break rules can also be cloned to this effect.
If none of the cases represents the reality of your contact center, you can delete them.
These actions are valid for these pre-configured break rules, as well as to any break rule you create.
Creating a New Break Rule
On the ”Break rules” page, click on the “Add break” option. Fill in the following fields.
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Setting |
Description |
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Break Name |
Name of the break rule. It is shown on the Agents’ configuration page, to select the breaks applicable to each agent. |
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Description |
Break rule description. |
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Team |
The team that the break rule applies to. |
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Make sure to give the break rule a name that represents the type of break templates you create. Example: 7.5-9.5 hour - 15-30-15 or 1 Hour Lunch.
Next, add a break option to your break rule by filling in the fields shown below.
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Setting |
Description |
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Break Option |
Define the range of shift templates that will be associated with the break templates being created. |
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Setting |
Description |
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Shift duration - Minimum (h) |
Specifies the shortest/smallest shift duration that the created breaks template(s) applies to. |
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Shift duration - Maximum (h) |
Specifies the highest/longest shift duration that the created breaks template(s) applies to. |
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The break options shown in the table will be applied to all shift templates that have a duration between 7:30 and 9:30 hours. Therefore, this break option is going to be applied to all the shift templates highlighted in the image above. The exceptions will be the first, second and eighth since their duration is lower than 7:30 hours.
The final step to configure a break rule is adding the break templates.
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Setting |
Description |
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Break Templates |
Define the break templates for each break option. At least one template must be defined. |
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Setting |
Description |
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Event type |
Event type, selectable from the list of available event types of the usage “break”. |
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Break length |
Break duration in minutes. |
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Break start relative to: Shift start/end |
Indicates whether break start time is calculated from shift start or from the shift end. |
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Start times |
Start time of the breaks. Multiple start times allow agent breaks to be distributed across time. |
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The following steps describe what is needed to define a break schedule of 15-30-15 minutes, which should apply to shifts with a minimum duration of 7:30 hours and a maximum duration of 9:30 hours:
- Add Break Option:
- Select the corresponding event type: ”Break”.
- Define a break length of 15 minutes.
- Break start relative to: Shift start.
- Selecting 2 hours, would be assigning this break 2 hours into the shift start time that this break rule is applied to.
- Add Another Break Option:
- Select the corresponding event type: ”Break”.
- Break length of 30 minutes.
- Relative to: Shift start.
- Select 4 hours.
- Add Another Break Option:
- Select the corresponding event type: ”Break”.
- Break length of 15 minutes.
- Relative to: Shift end.
- Select 1:30 hour. Selecting this value would be assigning this break 1:30 hours from the shift end time that this break rule applies to.
Please confirm that all mandatory fields have been filled out and that all the validations are respected. Next, press Save, at the right bottom corner of the page, and the new break rule will be saved and created.
In conclusion, a set of break templates is part of a break option. This break option applies to the shift templates defined here, in the interval between the defined shift’s interval minimum and maximum duration.