Lunch scheduling settings

The Lunch scheduling settings page sets the rules that lunch scheduling follows: how soon after work starts a lunch is due, how long it is, how agents are prompted and warned, and who decides and who is told when something goes wrong. The numbers apply to everyone, and you can override most of them for a team or for one agent.

Before you start: you need the Administrator, Service Desk Manager or Timeclock Admin sign-in role. Lunch scheduling is off until you switch it on here, so nothing changes for anyone until you do. Agents must be linked to their sign-ins. The two away limits stay on the Messaging tab of Q-Director: Slack, Teams and agent mapping and still apply to lunch.

Open the settings

Open Lunch scheduling settings from the link on the Messaging tab of Q-Director Config, or go to /settings/lunch. The page opens with a one-line example for an agent with the default shift and updates as you change the numbers, for example the deadline and the start times the picker will offer.

Turn it on and set the rule

Select the box at the top of the page, which reads Lunch scheduling is off, so that it reads Lunch scheduling is on. Then set the rule that every agent follows:

Set the start-of-shift prompt

Set what happens past the deadline

Choose who decides

Two groups of sign-in roles:

• Approvers (sign-in roles) decide skip-lunch requests. The boxes Agents marked Supervisor also approve and Service delivery managers (SDM roles) also approve add those agents.
• May move someone else's lunch (sign-in roles) may move another person's lunch with a reason. Moving it past the deadline needs an approver too. Customer Success can see the Dispatch board but is not on this list unless you add it.

Select Save settings when you finish. Settings that are empty use the default, which the page shows next to each box.

Set the e-mail contacts

E-mail contacts lists the three lunch e-mails: the deadline passed, a skip request, and its decision. For each, select Send this e-mail, add Designated contacts (pick a person from your PSA and they are added at once, or type an outside address and select Add) and choose whether to also e-mail every agent marked Supervisor, or the agent it is about. These are the same notifications as on the Settings tab of the timeclock Admin Hub, so changing them in either place changes both. The deadline-passed e-mail is on by default and goes to supervisors; the two skip e-mails are off until you turn them on. Select Save contacts to keep your changes.

Override a team or one agent

Team overrides lets a team use its own prompt mode, lunch length and other numbers. Choose a team (the list holds the teams in your PSA and any team your agents already carry), select Add, set only what differs (an empty box means Inherit), then Save team. Remove override returns the team to the organization's numbers.

For one agent, open the agent in Team Management and use the Lunch section of the Edit details dialog: each box shows what the agent would inherit, and Use the team's numbers removes the override. The order is agent, then team, then organization, then the default. An agent in several teams uses their primary team's settings.

Related pages

• Lunch scheduling explains what agents, dispatchers and managers see.
• Q-Director: Slack, Teams and agent mapping holds the away limits.
• The timeclock and payroll Admin Hub lists the notification cards.
• Inviting people and assigning roles explains the sign-in roles and Edit details.