Break/Lunch schedules?

[ayla1209]

Hello!

We have a call center with about 80 agents, most working one of three shifts - (8-4:30, 8:30-5, or 9:30-6). Currently our break/lunch schedule is set to 60/150 minute rules (shortest time to similar/longest time to similar, delta from start).

However we would like to try some different options; as we are not entirely happy with the way the system (Pipkins) will spread the breaks out to the extreme ends of the allowed range.

Any suggestions? What are some parameters that have worked for you? Any suggestions would be greatly appreciated!

[Sudhar]

Why not you look at you interval call arrival pattern and schedule you break accordingly.

I running a Enquiry desk with 85 agents, with similiar shift 8am - 5pm, 8.30pm till 5.30pm and 9am till 6pm. We will start our break time with the guidance of historical interval report. Our earliest break starts at 11.00am and the last break at 3.00pm.

Meanwhile for the interval break 15 min and 15 min, it's solely at the discretion of the Duty Manager/Real Time Floor Manager....

If you the working's let me know....Anyway, there's latest software in the market that will give you the overall snapshot of your agents details...checkout www.callcenteranalyst.com

This guy is briliant you came out with this software brilliant...just contact him...

joshua_sudhar@yahoo.com.

[ayla1209]

Originally Posted by Sudhar

Why not you look at you interval call arrival pattern and schedule you break accordingly.

We do; the problem is we are currently understaffed, so no matter when breaks happen it is going to affect service level to some extent - and that seems to be throwing off our scheduling package. (yes we do have some training classes scheduled; but it is a 3 week training course before agents are ready to be in production)

Originally Posted by Sudhar

Meanwhile for the interval break 15 min and 15 min, it's solely at the discretion of the Duty Manager/Real Time Floor Manager....

Unfortunately that is not an option for us

Originally Posted by Sudhar

If you the working's let me know....Anyway, there's latest software in the market that will give you the overall snapshot of your agents details...checkout www.callcenteranalyst.com

We already are using Pipkins. Is there anyone out there also using Pipkins that could share some of the Intraday assignment settings that are working well for them?

[Jason Lasure]

Ayla1209,

The key to properly setting up your intradays is understanding how all the different components to scheduling can affect your break layouts. I have been using Pipkins for many years now and have a good deal of experience in setting up intradays for all kinds of situations. If you would like to go over your settings and compare them to ours feel free to contact me at jason@theanalystgroup.com.

Thanks,

Jason L.

[jennyjones]

Originally Posted by ayla1209

Hello!

We have a call center with about 80 agents, most working one of three shifts - (8-4:30, 8:30-5, or 9:30-6). Currently our break/lunch schedule is set to 60/150 minute rules (shortest time to similar/longest time to similar, delta from start).

However we would like to try some different options; as we are not entirely happy with the way the system (Pipkins) will spread the breaks out to the extreme ends of the allowed range.

Any suggestions? What are some parameters that have worked for you? Any suggestions would be greatly appreciated!

You guys are pretty lucky. I used to work in a company that only gives us a 40-minute break. They also count the number of times we leave our stations to go to the loo.