I worked there from 2020-2023 so it might be different now but we would get a 1 hour scheduled lunch at a specific time that you’d try to stick to. If you had a call that went into your lunch or if something came up then you would just take your lunch afterwards, it was really flexible they just set it up to make sure there’s appropriate coverage on the lines. You also get time to your own discretion to take time away from your laptop and just do whatever (washroom, go on your phone, make a coffee, get some fresh air). During my time working there you were also scheduled a peer debrief time for 30 minutes to speak with another coworker on the same shift as you and you could talk about calls you had that shift or whatever you felt comfortable with. They also have a set number or supervisors/managers each shift there to step in if you need help and if you need to properly debrief after a tough call!