Managing staff availability efficiently is an essential part of ensuring smooth queue operations. The Break Reason feature in Qwaiting gives administrators full control over how staff breaks are managed, tracked, and approved.
Instead of staff simply going offline, this setting allows them to select a reason for their break, ensuring transparency and better queue distribution across the team.
What Is a Break Reason?
A Break Reason is a predefined option created by the admin that staff can select whenever they need to step away from their counter. This helps maintain accountability and ensures that customer queues are automatically redirected to available staff.
How to Create a Break Reason
Go to Break Settings → click Add Break.
Enter the Break Reason – e.g., Tea Break, Lunch Break, Medical Emergency, etc.
Set Duration – Define how long the break should last.
Approval Type – Decide if the break is:
Auto-approved (e.g., Tea Break, Short Rest).
Approval required (e.g., Medical Emergency).
Select Location – Assign the break reason to a specific branch or location.
Once added, these break reasons will appear as options for staff on their call panel.
How It Works for Staff
When staff need a break, they simply click the Break button on their call panel.
A dropdown of available break reasons will be displayed.
Staff select the reason, and depending on the setup:
The break is auto-approved.
Or, a request is sent for admin approval.
During the break, the staff status is marked as unavailable, and their tickets are redirected to other active staff.
Why Break Reasons Are Important
Transparency – Both staff and admin have clarity on why a break is taken.
Efficient Queue Management – Customers are not left waiting unnecessarily; queues are rerouted smoothly.
Flexibility with Control – Admin can allow certain breaks instantly while requiring approval for critical ones.
Location-Specific Management – Different locations can have their own customized break reasons.
Conclusion
The Break Reason feature ensures staff get the flexibility they need while keeping the queue system running smoothly. By allowing admins to create, manage, and approve break types, Qwaiting ensures a balance between staff comfort and customer satisfaction.