Overview

Handling consecutive customer interactions can be exhausting and overwhelming. Without effective stress management, agents risk burnout, which impacts both personal well-being and customer service quality.

The Cisco AI Assistant introduces automated wellbeing breaks by monitoring workload, schedules, interaction patterns, and other real-time metrics. These proactive nudges encourage you to take brief 1-minute breaks between tasks. These micro-breaks are proven to prevent stress build-up and offer a mental reset, enabling you to better serve customers with renewed energy and focus.

Prerequisites

To take advantage of automated wellness breaks, you must be using the stand-alone desktop application. For more information on signing in, see the article Sign in to Agent Desktop.

Your administrator should have enabled this feature for you. If you do not see the AI Assistant icon on your desktop or are not receiving any wellness breaks from the AI Assistant, contact your administrator.

Handle wellness break notifications from AI Assistant

When the AI Assistant recommends a wellbeing break, a toaster notification will appear:
  • Accepting a break: Click Take a break to accept the break. The Cisco AI Assistant widget opens automatically to confirm your choice. After you wrap up the current interaction, your 1-minute wellbeing break begins automatically. Your status changes to Wellbeing Break to prevent the next interaction from being queued to you. A 5-second countdown appears on the screen as your 1-minute break concludes. Once complete, the break window closes automatically, and your status changes to Available, readying you for the next interaction.

  • Postponing a break: To postpone your wellness break, click Later to dismiss the notification. If you close the notification or take no action, the system postpones your break reminder, allowing you to continue your tasks without interruption.

Request wellness break from AI Assistant widget

If you postponed or ignored your wellness break notification earlier and prefer taking another break later, you can request a wellness break using the AI Assistant widget.

Request wellbeing break

You can have one wellness break every 90 minutes, with a maximum of three breaks per shift. If you request a break that exceeds the maximum allowed limit, the request will be rejected by the AI Assistant.

Provide feedback

You can provide feedback on the wellbeing breaks to improve the AI model and enhance your break experience:

  1. Click like button or dislike button icon in the wellbeing break notifications from the AI Assistant to indicate whether they were helpful.
  2. (Optional) If you click dislike button, you can enter additional feedback to help us improve the AI Assistant. For more information, see Learn how your feedback helps us improve.

Frequently Asked Questions (FAQs)

This section provides answers to common questions you may have about using the AI Assistant features for wellness breaks.

  1. What does it mean when I receive a wellness break?

    Wellness breaks are offered to agents based on predictions from the AI model. These breaks are designed to help manage continuous stress from workload and provide a quick reset when agents would benefit the most.

  2. Do the wellness breaks impact my Key Performance Indicators (KPIs)?

    Wellness breaks are pre-approved by your organization and do not impact your operational and adherence metrics. They are tracked and reported with unique idle codes that the AI Assistant manages automatically.

  3. My teammates have received wellness breaks, but I have not received any. What does that mean?

    Wellness breaks are personalized based on a variety of factors, including workload patterns, interaction types, and your schedule. The system is designed to recommend breaks when it identifies that they would be most beneficial for you. Since everyone’s work rhythm is different, the timing and frequency of breaks may vary from person to person. Rest assured, the feature is designed to support and promote the well-being of all team members.