| hi werkon,
first, let me clarify that the break time is not 'post-call processing time'.
break time is break time 'as is' on the reports. post-call processing time is the 'not ready time' immediately after a call.
the proposed solution is correct. agents simply have to put the phone on not ready state after each call. no need to enter an activity code since it will automatically be considered as post-call processing time. |