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  • 1.  Break status code and adherence

    Posted 21 hours ago

    I was presented two scenarios regarding breaks and adherence. Could you read through these scenarios and tell me if this is correct?

    Scenario #1

    A CSR is scheduled to go on BREAK at 10:00 a.m. At 9:50 a.m., they receive a call. At 10:00 a.m., they are still handling the same call, which continues until 10:15 a.m. Once the call ends, the CSR changes their status to BREAK and remains on break until 10:30 a.m., when they return ON QUEUE.

    Actual break taken: 15 minutes (10:15 a.m. to 10:30 a.m.)

    My understanding:

    • Adherence is impacted by 30 minutes total:
      • 10:00 a.m. to 10:15 a.m. (scheduled break missed at the start)
      • 10:15 a.m. to 10:30 a.m. (break taken outside the scheduled time)
    • Genesys would display a break duration of 15 minutes (10:15 a.m. to 10:30 a.m.).

    Scenario #2

    A CSR is scheduled to go on BREAK at 10:00 a.m. At 9:50 a.m., they receive a call. At 10:00 a.m., while still on the call, they proactively change their status to BREAK. As a result, Genesys starts counting the break from 10:00 a.m., even though the CSR is still handling the call and has not yet started their actual break.

    The call ends at 10:15 a.m., after which the CSR takes their actual break from 10:15 a.m. to 10:30 a.m. They then change their status back to ON QUEUE at 10:30 a.m.

    Actual break taken: 15 minutes (10:15 a.m. to 10:30 a.m.)

    My understanding:

    • Adherence is impacted by only 15 minutes (10:15 a.m. to 10:30 a.m.).
    • Genesys would display a break duration of 30 minutes (10:00 a.m. to 10:30 a.m.). (I believe it's actually 15 minutes, from 10:15-10:30.)

    #Intraday,Shrinkage,Adherence

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    Linsey Edn
    Workforce Management
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  • 2.  RE: Break status code and adherence

    Posted 7 hours ago

    Hi @Linsey Edn, 

    My understanding is slightly different.

    In both scenarios, the agent is handling a customer interaction from 10:00 to 10:15, which is generally considered productive work and not a break. From an adherence perspective, most WFM implementations will not penalize an agent for remaining on an interaction that overlaps a scheduled break, because the interaction state typically takes precedence over the scheduled break.

    Scenario #1

    • Scheduled Break: 10:00-10:15
    • Agent is on a call: 10:00-10:15
    • Break status: 10:15-10:30

    The key question is how adherence is mapped in your Genesys WFM configuration. In many environments:

    • 10:00-10:15 would be treated as adherent because the agent is handling an interaction.
    • 10:15-10:30 would be out of adherence, since the agent is in Break after the scheduled Break period has ended.

    Therefore, I would not expect a full 30 minutes of adherence impact.

    Genesys would show a Break duration of 15 minutes (10:15-10:30), because the agent did not enter the Break status until the interaction ended.

    Scenario #2

    If the agent selects Break while still on the call, the result depends on how Genesys records pending status changes.

    In Genesys Cloud, the status change typically does not interrupt the active interaction. The system may queue the status change and apply it once the interaction completes. If that is the behavior in your environment:

    • The call from 10:00-10:15 would still be recorded as interaction handling time.
    • Break would effectively begin at 10:15 and end at 10:30.
    • The displayed Break duration would still be 15 minutes, not 30 minutes.

    From an adherence perspective, I would expect the outcome to be very similar to Scenario #1.

    The deciding factor is whether your Genesys WFM adherence calculation evaluates the actual activity state (On Interaction) or the selected presence status while the interaction is still active. In most deployments I've seen, the interaction state wins, but I'd be interested to hear if anyone has observed different behavior in adherence reporting.



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    Cesar Padilla
    INDRA COLOMBIA
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