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.