Break rules tell schedule generation when to place an agent's breaks, but a few conditions can keep a break from showing up as expected. This article covers the most common reasons and how to fix them.
Why isn't a break rule applying to an agent?
Start by confirming the agent is actually assigned to the rule, and that nothing in the rule's conditions excludes them.
- Rule assignment. Go to Configure > Scheduling rules > By person, search for the agent, and confirm they're assigned to the break rule for the date range you're generating.
- Working hours. Events can only be placed within an agent's working hours. Confirm the agent has working hours assigned for every day in the generated week.
- Conditions that don't match the shift. If a rule has a condition such as requiring the shift to run until a specific time, an agent whose shift ends earlier will be excluded from the rule entirely, even if they're assigned to it.
Note: If you want a break at the same time every day, set the rule's timing to an exact time (for example, 9:30 AM) rather than a flexible window, and set the recurrence to every day or every shift, as appropriate.
Why would a break still be missing after the rule looks correct?
Important: Schedule generation never moves or replaces an event that was manually placed or edited, even if a rule says it should be somewhere else.
If an agent already has a break event sitting on their shift, usually one placed or edited by hand, that leftover event blocks the rule from placing a new one. Check the schedule for an existing break that doesn't match where the rule says it should be.
Why are breaks appearing at the wrong time across my whole team?
If several agents share a break rule (for example, a team-wide lunch or second break), check the rule's time zone. A rule set to a different time zone than your workforce will place breaks at the wrong local time for everyone assigned to it, not just one agent.
How do I fix and verify a break placement issue?
- Open the affected agent's shift and remove any leftover break event that's blocking the rule.
- Confirm the rule's assignment, conditions, and time zone are all correct for the affected agents.
- Regenerate the schedule.
- Confirm the break now appears at the expected time.
If the break still isn't placing correctly after these steps, contact us with the rule name and the affected agent's schedule so we can dig further.
Questions? Contact support@assembled.com and we'll be glad to help.
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