Lunch should not equal a silent queue. Coverage design beats heroics.
Stagger breaks
Never empty the queue on purpose. Pair agents on opposite breaks.
Pause assignment
Agents on break leave round-robin. Chats should not pile on a locked seat.
Handoff before step-away
Open chats get a note and owner changeβnot a vanishing act.
SLA by coverage window
Publish internal response targets that match real staffing, not fantasy 24/7.
Sustainable coverage is a product of routing. Connectora Sync assignment makes breaks safe.