thank you so much! this is really insightful! I will share it with our technical specialists :)
I think the main problem is not when the actual break starts, but let's say 5 minutes before. For example: an agent has untilisation of 2 chats at a time and break coming in 5 minutes; their chat AHT is 10-15 minutes; they finish one of the chats, and keep working on the one that's left. How can we secure that they don't get another chat routed to avoid being late for their break.
That is why we have special status that we named "Block new chats". It applies only to when agents are working on messaging and email media types, because for voice they obviously handle one at a time.
In Genesys Pure Engage we had configured a solution where agent could select a break status while still in the interaction, but it actually would start recording their time in status when they completed all ongoing interactions.
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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
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Original Message:
Sent: 07-14-2025 07:33
From: Cameron Tomlin
Subject: Automatic change from productive to non-productive status at the end of interaction
Hello Laura and Ekaterina,
I can provide what I know but I am not an expert when it comes to WFM. These question might be better suited for the WFM community.
You can schedule breaks when needed and prevent new interactions during the breaks. I believe there are 2 ways to do this with status management and adherence settings.
For status management you can configure appropriate status codes for breaks and ensure these status are set to prevent new interactions from routing. These can be integrated within your WFM schedule.
For adherence setting you can navigate to the management unit > adherence tab and configure the "Working Outside Shift Considered Exception" setting. From there you can set specific activities to be ignored for adherence tracking.
Some best practices tips would be to establish clear break protocols in your WFM system, set proper schedule deviation tracking, ensure agents have the correct permissions for viewing their schedules and configure adherence exceptions. You can use ACW for a "cool down" between interactions as well.
Setting up automatic status changes with the WFM would require some work in architect. But I can give a basic overview of what I know.
Use workforce management notification topics to configure triggers for process automation in your architect workflow, then set up triggers specifically for adherence notifications. You will need to create a custom workflow that will execute when agents fall out of adherence.
The above should cause the system to monitor agent adherence updates, create a notification when the agent falls out of adherence. Then these notifications will tigger the custom workflow and if the workflow is configured properly it should be able to auto change the agent status.
Hope this helps!
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 07-14-2025 03:13
From: Laura Cepeda
Subject: Automatic change from productive to non-productive status at the end of interaction
Hello Carmeron,
Thank you for your response. Could you please give me more details about to use this WFM features? We`ve started to use WFM but I do not how to perform these automatic status changes.
Thanks a lot for the idea.
Regards!
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Laura Cepeda
Original Message:
Sent: 07-11-2025 08:12
From: Cameron Tomlin
Subject: Automatic change from productive to non-productive status at the end of interaction
Hello Laura,
One idea I have if you aren't using it is schedule-based. Utilizing our WFM features to better align breaks and have these scheduled breaks automatically trigger status changes.
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 07-11-2025 02:32
From: Laura Cepeda
Subject: Automatic change from productive to non-productive status at the end of interaction
Hi everyone!
We have a situation we're not quite sure how to resolve. During times of high demand, when agents receive a lot of interactions and have to take their scheduled break, to avoid incoming calls, the agents, while are interacting, change their status to a special one that we have created for this purpose and which we count as a "productive" status. The issue is that when the interaction ends and the agents go on break, they forget to switch to the 'break' and 'non-productive' status. Since they do not change their status, the break status still counts as "productive" when they're actually on a break.
Does anyone have any ideas on how we could resolve this?
Thank you very much!
#Reporting/Analytics
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Laura Cepeda
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