Genesys Cloud - Main

Dear Community, 

a team leader approached me with the following query: 

It's concerning the short break display in Genesys, particularly here

We were wondering if the short break can count continuously instead of always starting from 0 seconds. So, for instance, if someone already took short break 10 minutes 15 seconds, then the second short break would already count from 10 minutes 15 seconds and it would display as such. This would avoid quite many mistakes from the agent's side.

Now, I know that to see cumulative Break usage for that given day, agent can go to Analytics Workspace, and then My Statuses, but there the duration is static, and if user is in Break state right now it will need a manual Refresh to show the right duration - again static, etc. 

I even had an idea that Dashboard could be a workaround, create a dashboard with the Total Break for the day in the widget and give the agents access to that, only to be disappointed by seeing that in a Dashboard widget the duration is also static and will only change if reloaded manually. 

To summarize, can we see anywhere the cumulative timer that would also be live?

is it just an "idea", or is there something? 

Thank you in advance and happy Advent
Anton

#Reporting/Analytics

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Anton Dudko
Genesys Cloud Support Expert BRQ
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Hello Anton,

As far as I'm aware there isn't a good way to track that cumulative data in real time. It does seem like a cool idea to suggest to the Product Ideas Lab! 

To Access the Product Ideas Lab and add your idea:

1. Sign in to the Genesys Knowledge Network.
2. On the Product Ideas Lab section, click Browse and Submit Ideas.
3. From the Product Ideas Lab, click Add a Product Idea.

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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 12-05-2025 11:54
From: Anton Dudko
Subject: Live timer of cumulative Break usage for the day

Dear Community, 

a team leader approached me with the following query: 

It's concerning the short break display in Genesys, particularly here

We were wondering if the short break can count continuously instead of always starting from 0 seconds. So, for instance, if someone already took short break 10 minutes 15 seconds, then the second short break would already count from 10 minutes 15 seconds and it would display as such. This would avoid quite many mistakes from the agent's side.

Now, I know that to see cumulative Break usage for that given day, agent can go to Analytics Workspace, and then My Statuses, but there the duration is static, and if user is in Break state right now it will need a manual Refresh to show the right duration - again static, etc. 

I even had an idea that Dashboard could be a workaround, create a dashboard with the Total Break for the day in the widget and give the agents access to that, only to be disappointed by seeing that in a Dashboard widget the duration is also static and will only change if reloaded manually. 

To summarize, can we see anywhere the cumulative timer that would also be live?

is it just an "idea", or is there something? 

Thank you in advance and happy Advent
Anton

#Reporting/Analytics

------------------------------
Anton Dudko
Genesys Cloud Support Expert BRQ
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