Supervisors can review agents’ slot requests on a request dashboard to approve or reject requests based on staffing needs.

1. Navigate to the request dashboard in the WFM Module.

2. Check the slot requests in different columns depending on the slot type.

   

3. Click on the review button to approve or reject requests.

   

4. Click on the edit icon to review rejected requests.

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Logic for Associating Overtime with Shifts

If an Overtime Slot is scheduled immediately before or after an existing Shift, it is directly associated with that Shift.

Example: An agent has a Shift from 1:00 PM to 7:00 PM, and the Overtime Slot begins at 7:00 PM. The Overtime Slot will be associated with this Shift.

If there is a gap between an Overtime Slot and existing Shifts, the system compares the time gap to both the previous Shift’s end and the next Shift’s start:

• If the Overtime Slot is closer to the previous Shift’s end, it will be associated with the previous Shift.

• If it is closer to the next Shift’s start, it will be associated with the next Shift.

• If the interval is exactly equal, the Overtime Slot will be associated with the Shift that starts on the same calendar day as the Overtime Slot.

Review Slot Request Logic

This section defines how Time Off and Overtime Slot requests are evaluated, approved, or rejected within the system. It outlines the decision flow, approval authority, and state transitions that occur as requests move through different workflows.

Auto-Approve Workflow

• Requests are automatically set to Approved by default.

• The Direct Manager and users with All Users Accessible permission can:

  • Reject an approved request.

  • Approve a manually rejected request.

Supervisor Approval Workflow

• Requests start in a Pending state.

• The Direct Manager and users with All Users Accessible permission can:

  • Approve or Reject pending requests.

  • Reject approved requests.

  • Re-approve rejected requests.

Tiered Approval Workflow

• Requests begin in a Pending state after submission.

• Any approver in a tier can approve to move the request to the next flow.

• Any rejection immediately terminates the workflow.

• If an agent modifies and resubmits the request, it restarts from the first flow.

• If no changes are made, any approver in the current tier can approve.

• The agent can delete the request at any time (before or after approval).

Review Override

Users with “All User Accessible” permission can:

• Approve or reject requests at any stage.

• Bypass all approval flows

Once overridden, only users with “All User Accessible” permission can modify the decision.