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  • 1.  Switch activity without affecting adherence

    Posted 03-20-2025 10:33
    No replies, thread closed.

    Hello, is it possible for an agent to switch to an off-queue state (such as Break) while on a call or chat, and somehow not hurt their adherence?


    #Workforce Management
    #Intraday,Shrinkage,Adherence

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    Linsey Edn
    Workforce Management
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  • 2.  RE: Switch activity without affecting adherence

    Posted 03-20-2025 11:54
    No replies, thread closed.

    Only if they are schedule for that break when they change their status to break. Assume you want a delayed or pending status change, then the following idea I believe captures the platform related enhancement necessary: https://genesyscloud.ideas.aha.io/ideas/DIG-I-347



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    Jay Langsford
    VP, R&D
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