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While I understand the challenge you are solving for, I suggest that rather than building a custom CCP to control agent states, you implement a smart backend alerting service that watches agent status changes via Agent Event Streams. You can create a simple serverless logic that looks for short time in state (Example Break status for less than x seconds) and sends alerts to supervisors, or tracks the agent behavior and reports on it daily. This is more of a reactive solution, but it gives you the data you need to retrain the agent, or enhance agent performance evaluation. What you need to fix is the agent behavior, and technology in this case can help by providing you with the data you need. If you want to address the issue at the agent level, you have to create a custom CCP and use an integration with your WFM solution to disable access to the break/lunch/training states if the agent schedule does not match the agent status for break/lunch/training. This is a lot of development work, operational overhead of maintaining a custom CCP, not to mention the fact that you will have to train agents on the new softphone.
Agree with Magda 100%, you're trying to solve a human issue with technology. Your supervisors/managers need to look at reporting and watch for status switchers that are gaming the system to get less calls and then deal with the perpetrators. This problem ha been around forever. The other trick that I see all the time is agents who wait to the last possible ring to answer the call. That's an extra 12-15 seconds without taking a call. :) A better mouse trap.
david
