Manage exception types

Use the Exception Types page to create, edit, and delete exception types. An exception type is a generic or high-level exception that agents select when requesting an exception.

If you think your agents will select an appropriate exception type when requesting time off, you can create exception types that are less generic. If you think your agents will not select an appropriate exception type, you can create a small number of very broad exception types and ask agents to include a descriptive comment when they request time off.

EXAMPLE   An agent has a doctor’s appointment, so when requesting time off, she selects the Sick Leave exception type and then types a comment indicating that the request is for a doctor’s appointment. This exception type serves as a placeholder until the agent’s supervisor approves the request. When approving the request, the supervisor enters the specific exception “Doctor Appointment.”

NOTE   Exception types you create are automatically assigned to the Enterprise view and the view assigned to you.

Field descriptions

NOTE    You cannot edit or delete exception types that are not within your view. If an exception type within your view has exceptions mapped to it that are not within your view, you cannot edit that exception type. This ensures that you cannot inadvertently remove exceptions you cannot view.

The fields on the page are described below.

Field	Description
Exception Type Name	The unique exception type name. Max characters = 50.
Default Exception	The default workflow exception used for this exception type (see Automate handling of agent requests).