The Break Policy feature allows you to define and enforce organization-wide break policies for agents' schedules. This system automatically detects and adjusts lunch and break activities based on shift lengths and organizational rules, ensuring compliance and efficiency in workforce management.
Break policies can be used for both fixed and non-fixed shifts by allowing some flexibility into break placements.
Consider using break policies if:
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Your agents are allowed to make schedule changes.
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You use approval rules to automatically review and approve partial time-off requests.
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You can easily setup policy rules by controlling their activation.
The optimizer may suggest new placements if it finds better staffing options. Refer to Optimization with a Break Policy to learn more.
To create a break policy:
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Click the app selector
and select WFM. -
Go to Setup > Break Policies.
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Click New Policy and enter the policy name.
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Select shift length by choosing Min and Max hours. The Shift Preview section gives the visual representation of the shift length.
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Click Add Break Range to add different breaks to the shift.
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Select a break activity from the dropdown and define the duration of that activity.
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Define the range within which the break activity can take place by selecting Start From (Hours) and End By (Hours). Add more breaks as necessary. The Shift Preview section gets updated with each new activity.
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Click Next.
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Click Add to get the list of SUs. Select the appropriate SUs from the list and click Save.