kindly shere any videos or doc for the same
Hello Sir,
User Break Management Feature Works As Below :
Overview
The User Break Management System is designed to help businesses manage user breaks effectively, especially during high volumes of inbound calls. This system allows users to take breaks without missing important calls and helps in tracking and reporting break usage.
The feature can be used in two different modes:
- With Synapse Calling Integration
- Without Synapse Calling Integration
1. With Synapse Calling in Sangam CRM
Purpose
In a business environment where multiple inbound calls occur simultaneously, it becomes essential for agents to have scheduled breaks without affecting call flow. The Break Management System with Synapse integration allows agents to take structured breaks between inbound calls.
Types of Breaks
Users can take the following types of breaks:
- Tea
- Lunch
- Meeting
- Other custom-configured breaks
Advantages
- Ensures that users can take breaks without missing any important inbound calls.
- Improves user productivity by allowing scheduled breaks.
- Provides detailed reports on how many breaks users have taken, making it easy for managers to track and calculate break times.
Admin Panel Configuration
The admin panel allows the following configurations:
- Types of Breaks: Define custom break types based on business requirements.
- Break Duration Limit: Set a maximum limit for breaks per user to ensure consistent availability.
2. Without Synapse Calling Integration
If Synapse calling is not configured with Sangam CRM, the Break Management System can still function independently.
Use Case
- Users can take breaks like lunch, tea, or meetings without depending on Synapse call handling.
- The system will still record these breaks and allow easy tracking and reporting.
3. Reporting and Tracking
All break entries (with or without Synapse) are stored in the User Break Management Module.
- This allows easy generation of reports for all users.
- Reports provide insights into the number of breaks taken, type of breaks, and total break duration per user.
- Helps in analyzing user availability and productivity.
how to implemnent this to crm
kinldy gude
