Patent ID: 8594303
Filing Date: 2013-11-26
Classification: G06Q,H04M

Abstract:
1. A method for an agent in a contact center to request a break during a shift of the agent, the method comprising the steps of: receiving a log-in from the agent at a workstation at a beginning of the shift of the agent; directing communications in the contact center to the workstation of the agent after receiving the log-in from the agent; receiving a pause request at the workstation indicating a pause code from the agent requesting the break during the shift; recording a pause event comprising the pause code and a corresponding pause event time in an agent work history log; suspending the agent from receiving further communications from the contact center in response to receiving the pause request; starting a threshold timer at the beginning of the break; upon an expiry of the threshold timer, recording a threshold event and a corresponding threshold event time in the agent work history log reflecting expiration of the threshold timer, the threshold event indicating that a subsequent duration of the break is unpaid time; receiving a resume request from the agent; recording a resume event and a corresponding resume event time in the agent work history log; and terminating the break in response to receiving the resume request from the agent wherein the agent can receive further communications from the contact center.