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Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.
I had this feature with my previous employer. It was called Flex Break, and Flex Lunch. We set the parameters to what was acceptable (ours was 5 minutes) and agent could click a button to tell the system they were heading to break at that time, and the system would adjust the break/lunch segment automatically.
Would also be a good feature if the Break time could be dynamically moved to the end of the calls.
I have opened a Feature Request with the partner. It has not been slated for a roadmap by the partner to date. - Kurt