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Break Categories are attached to Call Types (Services) in the Agency Office Module. When choosing Break categories to attach to a Call Type (Service), you can use the Add/Edit tools on the toolbar above the pick list to add Break categories to the list.

 

FieldDescription
Name
The name for this break category in the list.
Sort
The order to display this item in the list.
Image
An icon to represent this category.
Bill Calculation

How break time affects billing.

(Blank)
Break time does not affect billing hours
Default Minutes
Regardless of the actual length of a recorded break, use the Default Minutes to adjust billing hours.
Actual < Default, use 0, else use Default
Use the Default Minutes, but do not actually apply the break if the length is less than the default minutes.
Actual Time
Use the actual time of the recorded break to adjust billing hours.
Rounded Actual Time
Use the actual time of the recorded break, rounded to the nearest 15 minute interval, to adjust billing hours.
Actual < Default, use 0, else use Actual
Use the actual time, but do not actually apply the break if the length is less than the default minutes.
Pay Calculation

How break time affects payroll.

(Blank)
Break time does not affect payroll hours
Default Minutes
Regardless of the actual length of a recorded break, use the Default Minutes to adjust payroll hours.
Actual < Default, use 0, else use Default
Use the Default Minutes, but do not actually apply the break if the length is less than the default minutes.
Actual Time
Use the actual time of the recorded break to adjust payroll hours.
Rounded Actual Time
Use the actual time of the recorded break, rounded to the nearest 15 minute interval, to adjust payroll hours.
Actual < Default, use 0, else use Actual
Use the actual time, but do not actually apply the break if the length is less than the default minutes.
Auto Create

If no actual break has been recorded, automatically apply break hours when finalizing schedules based on the default minutes.

Note: Auto-Populate should also be enabled when using the Auto-Create option
Auto Populate
If a break has been started, but not ended, use the Default Minutes to complete the break when finalizing schedules.
IVR Prompt
(Future expansion) Voice prompt for IVR Telephony system.
Default Minutes
Default length of the break in minutes.
Min Schedule Length

Minimum length (in minutes) of schedule to Auto-Create a break of this type.

Breaks will not be applied from the "Auto-Create" option if the length of the schedule is less than this value.

Max Length

Maximum length (in minutes) of schedule to Auto-Create a break of this type. (0 = no maximum)

Breaks will not be applied from the "Auto-Create" option if the length of the schedule is greater than this value.

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