Agent Breaks

Typically, it is desirable to allow agents to take a break through their script. A simple way to do this is to give the agent a button to request the break and react accordingly when the break is granted. The following Scripter functions will be used:

• IS_Action_RequestBreak

• IS_Action_EndBreak

• IS_Action_ClientStatus

• IS_Event_BreakGranted

By clicking on a button, an agent might request a break. However, the break is not necessarily granted immediately. If there are not enough available agents to handle the calls already dialed or if the agent has not yet dispositioned the current call, then Dialer will not grant the break immediately.

When Dialer grants the break, it fires an event. We must write a function to handle this break-granted event. When the agent goes on break we should change their status to an unavailable status. In addition, we might choose to do various other tasks such as providing an ‘End Break' button or providing a break timer. Because the break-granted event might not be fired immediately, we must be aware of when it could potentially be fired. Breaks are always granted immediately after a disposition. The following are appropriate pages on which to handle the break-granted event:

• Any page that dispositions a call.

• The call waiting page.

The script should allow an agent to easily return from break. When returning from break, the script should return the agent to the available agents pool for Dialer, set the agent status to available, and display the call waiting page (typically where the agent's status is set to available). Once the break cycle is completed, the agent returns to producing results through the running campaigns.