Patent ID: 8761375

Claim:
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 the pause code and a corresponding pause request 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; after expiry of the threshold timer, recording in the agent work history log a time when the threshold timer expires; receiving a resume request from the agent; recording a 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 resumes receiving further communications from the contact center.