How to create and edit break sets.

You will need to create a break set for every shift duration that requires a break and/or lunch. There has to be a break set applied for a break/lunch to be given in a schedule.

CommunityWFM can set windows of optimization (break sets) so the breaks and lunch times will make sense according to your rules (e.g., not having a break 15 minutes before the end of a shift).

• A break set is a predefined window of time that CommunityWFM will use to find the best time for breaks and lunches based on staffing requirements forecast.
  For example: If an agent works an 8 ½ hour shift, when should CommunityWFM create the first break, the lunch, and the second break? 
• First, you must define the windows of time (or opportunities). 
• We have to create a break set for each shift length but not for each shift.

Step-by-step

Settings> Schedule Templates>Break sets

1. Select Click here to create a new break set. 

For an 8 1/2-hour shift (one of the most common schedules – 8 hours of paid time and a 30-minute unpaid lunch break): 

Step 1: Basic properties:

1. For the naming convention, name it what it is, e.g., “08.5 Hour Shift.”
2. Save. 

Pro-tip: Name your break sets with the duration first, including a leading zero for durations less than 10 hours. When you open the list of break sets, they will be sorted from shortest shift duration to longest.

Example

04 hour shift

06 hour shift (lunch)

06 hour shift (no lunch)

08.5 hour shift

12.5 hour shift

Step 2: Configure off-phone intervals: allows us to create the three intervals—Break, Lunch, and Break.

1. Click New.
2. Name: e.g., 1st break.
3. Duration (minutes): Give it a duration: 15 minutes? Breaks are scheduled on a 15-minute interval.
4. Early start and Late start: What is the earliest time a break can begin after the start of a shift? What is the latest time a break can start? Not time of day but hours into the shift. For example: the shift starts at 8 am. How many hours into the shift should an agent start being eligible to start a break? The wider the window the more optimized everyone’s breaks and lunches will be. However, with a wider window there is a greater chance that an agent’s break and lunch will be close together. You might consider 1.50–2.50 hours into the shift for the first break.
5. Event type: Select Scheduled break.
6. Click Save.

Now CommunityWFM knows that no matter what time the agent starts their shift, it will find the best time to schedule the first break, 1.50–2.50 hours after the shift start.

Repeat for Lunch (consider 3.50 to 5.00 hours) and the second break (6.50 and 7.50 hours).

Step 3: Test off-phone interval placement: Test drive your break sets in a schedule. Select a duration and start time.

1. Select Generate sample to review breaksets. If there are overlapping events, consider changing the early/late starts or duration.
2. Repeat for each schedule type (e.g., part-time, longer shifts, etc.).