Use break distribution to assign breaks for service representatives

To schedule breaks for your customer service representatives (service representatives or representatives), you can use the shift schedule board to quickly breaks. Representatives are then notified of their breaks via email and in-app notifications.

Use break distribution

1. In the site map of Copilot Service workspace, select Shift planning in Workforce Management. The My Shift Plans page appears.
2. Select the shift plan you want to use to book the representatives, and then select Schedule people on the task bar. The shift scheduler board appears.
3. Select the Schedule dropdown menu, and then select Break Distribution. The Break Distribution pane appears.
4. For Duration, select the start and end dates for the break.
5. Select the check box next to any of the break types you want to set for your representatives, and then enter the corresponding times:
   • Minimum time from shift start: Earliest break time after the shift starts.
   • Maximum time from shift start: Latest break time after the shift starts.
   • Minimum time before next break: The minimum amount of time you want the representative to have in between breaks.
6. Select Schedule. The schedule board updates and displays the breaks for the agents in the activity itinerary.
7. Select Publish. The system sends a booking notification to the representatives who are scheduled for breaks.