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Custom Breaks

  • Updated

Index:

  1. What are custom breaks for?
  2. Required Permissions
  3. How do custom breaks work?
  4. How to register a custom break
  5. How to edit a custom break
  6. How to delete a custom break
  7. How to use a custom break on the desk
  8. How to extract a report on breaks in Blip
  9. Usage Recommendations
  10. Additional Articles



What are custom breaks for?

The custom breaks feature is a functionality of Blip Desk that allows you to register the reasons for agent breaks as needed by the customer.

 

This enables the manager to register custom break reasons in accordance with Regulatory Standard No. 17 (NR-17) and/or in accordance with the company's operations, providing more visibility into the day-to-day operations.

 

Required Permissions

To access the custom break settings screen, you need the following permission in the system: Helpdesk > "View and edit."

 

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How do custom breaks work?

On the portal side, the manager can configure custom breaks and their durations, as well as generate a report on agent breaks.

On the desk side, when an agent selects the "break" status, they can choose from the reasons registered by the manager.

 

To access the custom breaks functionality, follow these steps:

  1. Access your portal;
  2. Select the company that contains your chatbot(s);
  3. Then choose the chatbot for which you want to configure breaks;
  4. Next, access the "Atendimento" (Customer Service) menu;
  5. Then, the "Pausas personalizadas" (Custom Breaks) menu.

 

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How to register a custom break

After accessing the custom breaks screen, follow these steps to configure one or more custom breaks:

Click on the "Nova pausa" (New Break) button in the upper right corner of the screen;

Provide a name for the break in the "Nome da pausa" (Break Name) field in the dialog box that appears;

Then, indicate the duration of this break in minutes in the "Duração em minutos" (Duration in minutes) field;

And then click the "Criar" (Create) button;

Your custom break is now created. Repeat these steps for each custom break you want to create.

 

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How to edit a custom break

To edit a custom break, follow the steps below:

  1. Find the custom break you want to edit;
  2. Click on the card of the selected custom break;
  3. Edit the information you desire, such as the break name or duration;
  4. After making the changes, click the "Salvar" (Save) button;
  5. Your custom break has now been modified. Repeat these steps for each custom break you want to edit.

 

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How to delete a custom break

To delete a custom break, follow the steps below:

  1. Find the custom break you want to delete;
  2. Click on the trash can icon of the selected custom break;
  3. Then, a confirmation dialog box will appear;
  4. In it, click "Excluir" (Delete) to confirm the deletion;
  5. Your custom break has now been deleted. Repeat these steps for each custom break you want to delete.

 

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How to use a custom break on the desk

For an agent to be able to use custom breaks, the manager must configure them in the portal following the steps indicated above. With custom breaks already registered, follow these steps to use them on the Blip desk:

  1. Access Blip Desk;
  2. Click on the arrow next to your user's avatar in the upper left corner;
  3. Your status options will appear, which are "Online," "Break," and "Invisible";
  4. Select the "Break" option;
  5. In the dialog box that appears, choose the desired break in the "Motivo da pausa" (Break Reason) field;
  6. Once selected, simply click the "Iniciar pausa" (Start Break) button;
  7. And you're ready to use a custom break.
  8. Immediately after applying the custom break, a timer will be displayed on your screen to help you track the break time.

 

Important: Even if the break time is exceeded, the status will remain as "break" until you manually change it to "online" or "invisible."

 

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How to extract a report on breaks in Blip

To learn how to extract data from custom breaks, consult the article on customer service reports here.

 

Usage Recommendations

Agent status and configuration to remain online when closing Blip Desk

Since the pause status doesn't change automatically, meaning you need to manually switch your status to online or invisible after ending your break, it's important to also remember to make this manual adjustment before closing Blip Desk if you have the "Stay online when closing Blip Desk" setting enabled".

This manual action is necessary because with this option enabled and a break applied, upon closing the desk, the system will change your status to invisible, and when you return to the desk, it will keep the invisible status until you switch it back to online.

 

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Additional Articles:

 

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃

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