Break scheduling and controlling

There are two main options

  • offline : the breaks are scheduled together with shifts at planning time

  • real time: The breaks are determined in real business situation based on agent’s demand, length of waiting queue and the labour regulations. (In the case of agent status monitoring)

Break management: offline, online using break groups for easier controlling

Dynamic Break controlling is also a key point

This module is a server program running on a central computer, which is responsible for controlling the number of operators who are on break.

Record and display

  • the number of people on break

  • the timing of breaks

  • the number of operators allowed to go out

  • warns the supervisor when the operators are absent.

The application can perform a break of multiple groups at the same time, so the number of operators in a separate group can be independently controlled.