New Feature: Smart Breaks

August 18, 2025

Get better visibility with “Smart Breaks”

We’re excited to introduce a new break scheduling feature that brings better visibility and coordination to your team operations…

What’s New?

Supervisor Break Scheduling
Supervisors can now set specific break times for different break types — e.g. 60 minutes for lunch, 10 minutes for a coffee break etc..

Agent Self-Service Breaks
Agents can also set the duration of a non-standard break when needed, specifying how long they expect to be away.

How It Works

The system provides real-time visual feedback through a smart countdown display:

• Green countdown: Shows remaining time when the agent is within their scheduled break period
• Red counter: When break time is exceeded, the display switches to red and counts up, showing how much time is over the scheduled return

Key Benefits

• Better Team Coordination
  Everyone can see when colleagues are expected to return, making it easier to plan work distribution and manage customer expectations.
• Improved Communication
  No more wondering when someone will be back from lunch or other breaks – the information is right there in the system.
• Flexible for Different Break Types
  Works for lunch breaks, meetings, training sessions, or any other scheduled time away from regular duties.
• Visual Clarity
  The colour-coded countdown system makes it instantly clear whether someone is on schedule or running over.

Why This Matters

This isn’t just an agent monitoring tool – it’s about creating smoother operations for everyone. When the whole team knows when colleagues will be available, it reduces uncertainty and helps maintain better service levels throughout the day.

Getting Started

The new break scheduling feature is available now in your Cytrack dashboard. Both supervisors and agents will find the new break controls in their regular interface.