I will send you an email to see how you did it.
tks
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David Betoni
Principal PS Consultant
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Original Message:
Sent: 10-20-2025 10:44
From: Debora Lopes
Subject: Create a Break status for simultaneous interactions without negatively impacting their schedule adherence
I went through this scenario with a customer.
We developed an application that has access to the agent's schedules. A few minutes before an absence (defined by the client), the application would insert a 'pre-break' to stop receiving new interactions. The agent would then finish their ongoing interactions, and when the agent finished them or reached the scheduled departure time, the agente would set the appropriate break status for the absence.
It would be very interesting if we could make these settings in WFM.
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Debora Lopes
Original Message:
Sent: 10-20-2025 10:03
From: David Betoni
Subject: Create a Break status for simultaneous interactions without negatively impacting their schedule adherence
Hi team . We need to identify the best practice for a digital contact center agent who can handle up to three simultaneous interactions when approaching a scheduled break. Specifically, if an agent is handling three interactions at 17:55 and their break is scheduled for 18:00, what is the optimal procedure or system setting to ensure they stop receiving new interactions as they complete their current ones, without negatively impacting their schedule adherence before the scheduled break time?
#WFMConfiguration,BestPractices
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David Betoni
Principal PS Consultant
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