Overtime Policies allow Workforce Managers to control which agents can apply for Overtime Slots. You can set limits on daily and weekly overtime duration to maintain a healthy work balance. These policies help eliminate manual tracking, reduce inconsistencies in overtime allocation, and ensure agents follow clear guidelines when requesting overtime.

This section outlines the essential steps for managing Session Planner Policies, including:

1. Creating Overtime Policies

2. Editing Overtime Policies

3. Deleting Overtime Policies.

Create Overtime Policies

Prerequisites for creating Overtime Policies:

• Workforce Management should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• View and Create permissions under the Overtime Policy section in the Workforce Management module.

Follow these steps to create an Overtime Policy:

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1. Go to the Workforce Manager Persona App on the Launchpad.

2. Select Settings from the Left Pane to open the Governance page.

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3. Select Overtime Policy to open the Overtime Policy Record Manager.

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4. Click the “+Overtime Policy” button at the top right of the page to open the Overtime Policy creation page.

5. Fill in the required fields on the Overview page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:

   1. Policy Name: Enter the name of the Overtime Policy. (Required)

   2. Description: Provide a brief description of the Overtime Policy.

   3. Week Starts: Select on which day the week will start. (Required)

6. Click the Next button at the bottom right of the page to open the Policy Details page.

7. Fill in the required fields on the Policy Details page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:

   1. Maximum Daily Overtime Limit When Shift is Assigned: Specify the duration, in Minutes or Hours, that agents can work overtime if Shifts are assigned to them.

   2. Maximum Daily Overtime Limit When There is a Day Off: Specify the duration, in Minutes or Hours, that agents can work overtime if they have a Day Off on that day.

   3. Maximum Weekly Overtime Limit: Specify the maximum duration, in Minutes or Hours, that agents can work overtime in a week.

      Note: The duration must be between 0 and 1,440 minutes, or between 0 and 24 hours, inclusive, for daily limits.

      Note: The duration must be between 0 and 10,080 minutes, or between 0 and 168 hours, inclusive, for the weekly limit.

   4. Consider Minimum Gap for Overtime Shifts: Enable this switch to direct the system to check if the agent has an Assignment-type Schedule Policy that defines the minimum gap between Shifts. It is disabled by default.

      Note: If this switch is enabled and no Assignment-type Schedule Policy is assigned to agents, they will not be able to request Overtime Slots.

8. Click the Next button at the bottom right of the page to open the Share Settings page.

9. Fill in the required fields on the Share Settings page. Below are the descriptions of the fields on this page:

   1. Visible in all workspaces: Select this checkbox to share the Overtime Policy with all available Workspaces.

   2. Workspaces: Select the Workspace(s) you want to share the Overtime Policy with. This field will be accessible only if the Visible in all workspaces checkbox is not selected.

   3. Users/User Groups: Select the User(s)/User Group(s) with whom you want to share the Overtime Policy. This field will be accessible only if the Visible in all workspaces checkbox is not selected.

10. Click the Create button at the bottom right of the page to save the Overtime Policy with the specified configurations.

This completes the process of creating an Overtime Policy.

Edit Overtime Policies

Prerequisites for editing Overtime Policies:

• Workforce Management should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• View and Create permissions under the Overtime Policy section in the Workforce Management module.

Follow these steps to edit an Overtime Policy:

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1. Go to the Workforce Manager Persona App on the Launchpad.

2. Select Settings from the Left Pane to open the Governance page.

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3. Select Overtime Policy to open the Overtime Policy Record Manager.

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4. Click the vertical ellipsis (⋮) icon corresponding to the Overtime Policy you want to edit. This will show a list of options.

5. Select Edit from the list of options.

6. Update the necessary details for the selected Overtime Policy. The fields are the same as those used when creating an Overtime Policy.

7. After entering the updated details, click the Update button at the bottom right of the Share Settings page to save the Session Planner Policy with the new details.

This completes the process of editing Overtime Policies.

Delete Overtime Policies

Prerequisites for deleting Overtime Policies:

• Workforce Management should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• View and Delete permissions under the Overtime Policy section in the Workforce Management module.

Follow these steps to delete an Overtime Policy:

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1. Go to the Workforce Manager Persona App on the Launchpad.

2. Select Settings from the Left Pane to open the Governance page.

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3. Select Overtime Policy to open the Overtime Policy Record Manager.

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4. Click the vertical ellipsis (⋮) icon corresponding to the Overtime Policy you want to edit. This will show a list of options.

5. Select Delete from the list of options.

6. Select Delete from the list of options to open the Delete Overtime Policy confirmation box.

7. Click the Delete button in the confirmation box. This action cannot be undone.

This completes the process of deleting Overtime Policies.