Call Center Feature
Decide how many agents
can take a break
at the same time.
Agents switch between Available, Busy, Break, and Away. Team break rules keep enough of them ready, and Shift View shows how each day really went.
Break rule
Support team · Max on break 2 · Min ready 3
2 of your teammates are on break. Try again in a few minutes.
Shift View
Why it matters
Four statuses, full history
Available, Busy, Break, and Away. Team calls go only to agents who are Available with the app or a phone connected. Every change records who made it, when, and from where: the web, the app, or the API.
Break rules per team
Cap how many agents can be on break at once, and set a minimum that must stay ready. An agent who would break either rule cannot switch; supervisors can always override.
Shift View
Each agent's day as a timeline: first available time, the longest break, and how many people were on break at the same time. Export it for payroll or reviews.
After the call
A wrap-up time per team holds the next queued call while the agent finishes notes, and disposition codes record the outcome of every call. You can require an outcome before the next call.
How It Works
Set up in four steps
- 1
Set team rules
Choose the maximum on break and the minimum ready for each team.
- 2
Prepare status notes
Create notes your agents can pick, such as "Lunch · 1 hour · Break", that set the status and clear on their own.
- 3
Agents change status
From the web, the desktop or mobile app, or the API. Optionally, logging in makes an agent Available and logging out makes them Away.
- 4
Supervisors follow the day
Live monitoring shows who is on break and for how long; Shift View shows the whole day afterwards.
Use Cases
Lunch hour
A ten-person support team allows two agents on break at once. At 12:30 a third agent tries to go on break and is asked to wait.
A small team that never closes
A four-person team keeps at least one agent ready. The last available agent cannot switch to Busy or Break until someone comes back.
Remote agents
Agents work from home. Logging in sets them Available, logging out sets them Away, and Shift View shows the first available time each morning.
FAQ
Frequently asked questions
No. Shift View shows what happened; it does not plan or forecast shifts, and it does not mark anyone late.
Yes. Going Away is never blocked, because Away is how a shift ends. Break rules apply only to Break and Busy.
Yes, from live monitoring or the user's settings. Supervisors are not bound by break rules.
Yes, per team, in the desktop app: calls are answered after a countdown of 1 to 60 seconds. The web phone always rings normally.