In Copilote Service Workspace with Workforce Management (WFM), agents can start and end their configured breaks, but there is no indication of how much break time remains available for the current day.

For example, if an agent is allocated three 20-minute breaks (60 minutes total) and has already used 20 minutes, there is no way for the agent to see that they still have 40 minutes of remaining break time.

Requested enhancement

Add a Remaining Break Time indicator within Copilote Service Workspace that displays the agent's available break balance in real time.

The indicator should:

• Display the total allocated break time for the day.
• Display the remaining available break time after each completed break.
• Update automatically as break time is consumed.
• Be visible throughout the agent's shift without requiring navigation to another page.
• Optionally display a countdown while the agent is currently on break.

Business value

This enhancement would provide agents with better visibility into their remaining break allowance, helping them manage their time more effectively and reducing uncertainty.

It would also benefit supervisors by improving adherence to break policies, minimizing overuse or underuse of allocated break time, and improving the overall Workforce Management experience.

Many contact centers require agents to manage multiple scheduled breaks during a shift. Providing a real-time remaining break indicator would improve usability, reduce manual tracking, and support compliance with organizational break policies.