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Break Requests Monitor

If your role is Supervisor or Supervisor Agent, in the break requests monitor, you will be able to see the list of requests submitted by Agents to enter pause or pre-pause, and you will have the option to approve or reject them accordingly.

✅ Key details:
  • This feature can be enabled or disabled from Settings → General by a user with an Administrator role.
  • Supervisors and Supervisor Agents receive a real-time notification when a pause is requested.
  • Requests can be approved or rejected individually or in bulk.
  • A request is resolved when the first Supervisor approves or rejects it.
  • The Agent receives a notification when the Supervisor responds:
    • If approved: the approved pause type becomes available for activation.
    • If rejected: the Agent remains available.
➡ Explore the section details in the tour below:
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