Configuring CyCC - Breaks (Presence)

Break option allows the agents to manage presence and log out of the CyDesk system so they will not receive any calls. A new Break status can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.

Name – Name of the break. Icon – Choose from the available list of built-in icons. It is not possible to add a custom icon. Agent Stays Available – Agent will not be marked as logged out when using this break.

New break will become immediately available to all logged on agents, and any agents that log on in future.