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When creating a break you should enter the fields as described below:
| Field | Description |
| Name | Name of the break. e.g. Lunch, Meeting, Tea Break |
| Description | An expanded description of the type of break. |
| Type | Roster |
| Additive | Leave unchecked as Breaks 'subtract' from an allocated shift. |
| Use Agent's Colour | Leave unchecked. |
| Background Colour | Select a colour that will be used on the Roster UI when displaying breaks of this type. Select a colour that isnt' used by any Agent otherwise the Breaks will be hard to see. |
| Font Colour | The colour of the Font to display the break name in. |
| Show | If show is turned off then the break wouldn't show (as a colour coded block) but rather just leave a whole in the shift at the point it is allocated. |
| Priority | 0 |
| Counts for Requirement | Leave off. |
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Used when creating Business Hours to describe whether a a Schedule is Addative Additive or Subtractive.
An Additive schedule adds to the hours that you are open for business whereas a Subtractive reduces your open hours.
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For example you may create a Subtractive type of 'Public Holidays'.
All other attribues attributes are ignored.
Availability
The two builtin built-in Types Available and Unavailable are normally sufficient.
Preferences
The builtin built-in Types Preferred and Dislike are normally sufficient.
Requirements
Builtin Built-in Type is all that is required.
Reservations
Builtin Built-in Type is all that is required.
Type
There are 7 discrete types Availability, Requirements, Roster, Preferences, Contact Hours, Reservation, Leave, Template.
Each Type has a special meaning within the system and Schedule Type's of a particular Type will only show in the system where they are appropriate to use.
For example: If a Schedule Type is defined as having a type of 'Leave' then this Schedule Type will be available to select from the 'Agent Management' screen when configuring leave for an agent.
| Type | Usage |
|---|---|
| Availability | Used in 'Agent Management' when defining the availability for an agent. |
| Requirements | Used internally by the system when forecasting. |
| Roster | Used when adding an agent to a roster. |
| Preferences | Used in 'Agent Management' when defining the agents preferred working times. |
| Contact Hours | Used in 'Contact Hours' for defining periods when the 'Contact Hours' is closed. |
| Reservation | Used in 'Agent Management' when creating reservations which will appear on the roster. |
| Leave | Used in 'Agent Management' when creating leave for an agent. |
| Template | Used in 'Agent Management' when creating a template for rosters. |