Agent Exceptions

Supervisors can search for, review, and enter an exception for an agent.

What do you want to do?

Tasks in this Topic Include:

• Search for Agent
• Enter an Agent Exception

Related Tasks:

• Agent Schedules
• Schedule Change Requests
• Agent Bids
• New Bids
• Schedule Swap Requests
• My Alerts
• Change Password

Search for Agent

1. Select Anywhere - Agent Exceptions in the left-navigation menu.
   
2. Enter an Agent Name, Or click Select an agent from the drop-down menu.
3. Select a Date Range From and To: from the calendar pickers.
4. Select the Show Declined Exceptions check box as desired.
5. Select Search.
6. An Agent Exceptions table displays agent exceptions.
   

7. Select the magnifying lens to view request details.
   

Enter an Agent Exception

For circumstances where the agent cannot enter an exception themselves, the Supervisor can enter one on their behalf.

1. Select Request Change in the Agent Exceptions window.
   
2. Select the exception name and type from the drop-down menus.
3. Select the agent where the exception applies.
4. Select the Date: and To Date: the exception applies to from the calendar pickers.
5. Select the Min. # of Hours from the drop-down menu.
6. Select the Max. # of Hours from the drop-down menu.
7. Select the Start: time from the drop-down menu (Mid-day only).
8. Select the End: time from the drop-down menu (Mid-day only).
9. Select the Working (Y/N) status from the drop-down menu (Mid-day only).
10. Select the Override Break and Lunch setting from the drop-down menu (Mid-day only).
11. Select the Override Non Call: status from the drop-down menu (Mid-day only).
12. Select the Min. # Hours from the drop-down menu (Regular only).
13. Select the Max. # Hours from the drop-down menu (Regular only).
14. Select the Earliest Start from the drop-down menu (Regular only).
15. Select the Latest Start from the drop-down menu (Regular only).
16. Select the Pref. Start Time from the drop-down menu (Regular only).
17. Select the Latest End: (Regular only).
18. Enter the Time Off Hours.
19. Enter the Working Hrs.
20. Enter the Personal Hours Cost.
21. In the text box input Enter specific comments/remarks for the agent to see:.
22. Select Save.