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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Original Message:
Sent: 03-20-2025 10:33
From: Linsey Edn
Subject: Switch activity without affecting adherence
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?
#WorkforceManagement
#Monitoring/Adherence
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Linsey Edn
Workforce Management
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