Unpaid break time for contact center agents

摘要

An agent's request for a break is indicated by a pause request and pause code, where the pause code indicates the reason for the break. In one embodiment, a pause request is analyzed to determine if the agent is allowed to request a break associated with the pause code. The pause code may be further analyzed to determine if it is of an unpaid type, in which case the agent is requesting an unpaid break. If the break is of a paid type, then a threshold timer may be started at the beginning of the break that when expires indicates that any remainder of the break is processed as unpaid time. This can be accomplished by noting an event associated with the threshold timer in an agent work history log or by automatically logging off the agent at the expiry of the timer.