Request an exception
Use an exception request to request a change in your schedule for unplanned activities such as meetings, training sessions, unscheduled breaks, and absenteeism. Your request is sent to your supervisor for approval.
Exceptions can be requested for both future and past dates. Exceptions for past dates are used to correct your adherence percentage. For example, if you had to go home sick yesterday, your statistics would show you out of adherence because you did not follow your schedule. Requesting an exception for personal time off for the time you were out of the office corrects the schedule and your adherence percentage for that day.
NOTE For entire-day requests, an exception is placed on the schedule over any paid activities in shifts that start on that day (regardless of whether the exception is paid or not paid) . Any unpaid activities in those shifts are replaced with a Not Available activity in the schedule. If you do not have a shift on that day, then the exception is not added to your schedule.
For partial-day requests, an exception is placed on the schedule for the requested time period over any existing paid activities during that time period (regardless of whether the exception is paid or not paid) . Any overlapping unpaid activities in those shifts are replaced with a Not Available activity in the schedule. For example, if an exception partly covers an unpaid lunch, the part that is not overlapping remains a lunch. The part that overlaps with the exception is replaced with Not Available. If you do not have any existing paid activities during that time period, then the exception is not added to your schedule.
Exception requests are handled this way to ensure that the paid time for the day remains the same before and after the exception is applied.
The following table describes the fields in the Exception Request dialog box.
| Field | Description |
|---|---|
| Exception Date | The date you want the exception to occur. The current date is shown by default. |
| Exception Type | A drop-down list of the available exception types. |
| Entire Day |
Select the check box to indicate that the exception is for the entire day. When selected, the Start Time and End Time fields are hidden. |
| Start Time | The time the exception starts. |
| End Time | The time the exception ends. |
| Write Comment | (Optional) Click to enter a comment regarding the exception request. Max characters = 140. |
Create a new exception request
- Click New Request and choose Exception Request from the menu.
- Complete the fields.
- Click Submit.
An exception request flows through the system as outlined in the following table.
| User | Action | Shows Up Here | Status |
|---|---|---|---|
| Agent A | Creates new request | Agent A’s Outbox | Pending |
| Supervisor | Receives request | Supervisor’s To-Do Box | To-Do |
| Supervisor | Approves/denies exception | Agent A’s Outbox | Approved/Denied |
| Supervisor’s All Box | Approved/Denied |
For more information about submitting exception requests, see About automatic changes to requests.