This feature will give the ability to the Admin to approve or deny break time requests from his agents.
From the Admin dashboard, click on Account and select Reason Codes.
Click on Break Request Settings
Click on the "Add" button to add Reason Codes.
Configure the following:
Reason Code - Status that the agent will use for breaks and other "Not Ready" statuses
More than X time - The number of times that the agent can go on this break or "Not Ready" statuses
In the last - "Not Ready" status within the X amount of hour
Auto approve in - Auto approve the break after the X number of minutes or "Never" in which the Admin can only approve the break request.
Click on "Apply" button once done.
From a sample Break Request Settings below.
The agent can go Meeting or Training status many times within 9 hours and the system will automatically approve the request after a minute.
The agent can use 15 min break status twice within 9 hours and the Admin needs to approve the request from the Agent Monitor.
The agent can use Lunch status once within 9 hours and the Admin needs to approve the request from the Agent Monitor.
This is how it will look like on Agent Interface requesting for a break and approval or deny from the Admin on the Agent Monitor.
Agent request for 15 min break.
After requesting for 15 min break, Breaktime Request Pending timer will appear below. The agent can change the status or can go Available while waiting for the Admin's approval for the break request.
To approve or deny break request, the Admin needs to go to the Agent Monitor. Click on "Pending Breaktime Requests" button to show the pending requests.
The Admin can Approve or Deny the break requests.
A window will appear on the Agent's Interface that the break request is approved.
Admin can also Deny All requests and can add a reason for disapproval.
A window will appear on the Agent's Interface, that will display that reason why the break request is denied.
For breaks or "Not Ready" status with Auto Approval, it will automatically be approved by the system after the time delay.