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  • 1.  Create a Break status for simultaneous interactions without negatively impacting their schedule adherence

    Posted 10-20-2025 10:03
    No replies, thread closed.

    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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  • 2.  RE: Create a Break status for simultaneous interactions without negatively impacting their schedule adherence

    Posted 10-20-2025 10:45
    Edited by Debora Lopes 10-20-2025 10:45
    No replies, thread closed.

    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
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  • 3.  RE: Create a Break status for simultaneous interactions without negatively impacting their schedule adherence

    Posted 10-20-2025 11:15
    No replies, thread closed.

    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


  • 4.  RE: Create a Break status for simultaneous interactions without negatively impacting their schedule adherence
    Best Answer

    Posted 10-20-2025 10:56
    No replies, thread closed.

    https://genesyscloud.ideas.aha.io/ideas/DIG-I-347 would be the idea, which is in development, that is most relevant.



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    Jay Langsford
    VP, R&D
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  • 5.  RE: Create a Break status for simultaneous interactions without negatively impacting their schedule adherence

    Posted 10-20-2025 11:04
    No replies, thread closed.

    Tks Jay and Debora for return.



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    David Betoni
    Principal PS Consultant
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    Original Message


  • 6.  RE: Create a Break status for simultaneous interactions without negatively impacting their schedule adherence

    Posted 10-20-2025 11:38
    No replies, thread closed.

    Hi, Jay 

    Tks a lot!

    LC



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    Luciano Cordioli
    PS
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    Original Message


  • 7.  RE: Create a Break status for simultaneous interactions without negatively impacting their schedule adherence

    Posted 10-20-2025 11:28
    No replies, thread closed.

    Thank you David. 



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    Giselli Nogueira
    PS Consultant
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