When an Agent is Rostered on they must be provided a legislated number of breaks.
Breaks can be added in a number of ways.
1) Add a Break to the Agent's Template
2) Via the Roster UI (right click on an Agent's shift) and click the
3) Automatically by the Auto Fill
Configuring Break types
You can add different Break types (e.g. Lunch, Tea Break...) to your WFM system via the Roster Schedule Types.
Navigate: Account | Roster Schedule Types
Adding Breaks
Exceptions
Break's can be added by creating an Exception against an Agent's Template. For example when creating an Agent's Template you might create a Base Schedule which gives them a shift from 9am to 5pm each day.
You should then add an Exception with a Type of 'Lunch' for each day of the week from 12pm to 1pm.
Now when the Agent is rosted using the Auto Fill their Lunch break will be automatically added to their shift.
Roster UI
