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.