Workforce Engagement Management

Calendar Object Hierarchy

When you enter more than one kind of Calendar item for an agent at the same time, a hierarchy determines which takes precedence. The higher priority item appears as Granted, and incompatible lower-priority items appear as Declined.

The order of priority for exceptions and preferences is:

1. Granted full-day exceptions.
2. Granted days off.
3. Granted full-day time off.
4. Granted availability.
5. Granted shifts.
6. Granted paid (working) hours.
7. Granted part-day exceptions, granted part-day time off.
8. Rotating patterns.
9. Preferred items (including exceptions, paid hours, and time off with preferred status).

Calendar Object Hierarchy

When you enter more than one kind of Calendar item for an agent at the same time, a hierarchy determines which takes precedence. The higher priority item appears as Granted, and incompatible lower-priority items appear as Declined.

The order of priority for exceptions and preferences is:

1. Granted full-day exceptions.
2. Granted days off.
3. Granted full-day time off.
4. Granted availability.
5. Granted shifts.
6. Granted paid (working) hours.
7. Granted part-day exceptions, granted part-day time off.
8. Rotating patterns.
9. Preferred items (including exceptions, paid hours, and time off with preferred status).

1. Are they requesting 'full day' time off or specifying 'start end end times'
2. Day off - do you mean a rostered day off or a vacation day off?
3. Pending - is the request preferred?
4. Conflict - do you get an error/warning mesage?

Calendar Object Hierarchy

When you enter more than one kind of Calendar item for an agent at the same time, a hierarchy determines which takes precedence. The higher priority item appears as Granted, and incompatible lower-priority items appear as Declined.

The order of priority for exceptions and preferences is:

1. Granted full-day exceptions.
2. Granted days off.
3. Granted full-day time off.
4. Granted availability.
5. Granted shifts.
6. Granted paid (working) hours.
7. Granted part-day exceptions, granted part-day time off.
8. Rotating patterns.
9. Preferred items (including exceptions, paid hours, and time off with preferred status).

1. Create time off request for part of a day for tomorrow=> time off status=pending
2. Create full day off request for tomorrow => cannot log the request because of a conflict (since time off was created in step 1

1. Create full day off request f for tomorrow=> time off status=pending
2. Create part day off request for tomorrow => get logged and no conflict

1. Are they requesting 'full day' time off or specifying 'start end end times'
2. Day off - do you mean a rostered day off or a vacation day off?
3. Pending - is the request preferred?
4. Conflict - do you get an error/warning mesage?

Calendar Object Hierarchy

When you enter more than one kind of Calendar item for an agent at the same time, a hierarchy determines which takes precedence. The higher priority item appears as Granted, and incompatible lower-priority items appear as Declined.

The order of priority for exceptions and preferences is:

1. Granted full-day exceptions.
2. Granted days off.
3. Granted full-day time off.
4. Granted availability.
5. Granted shifts.
6. Granted paid (working) hours.
7. Granted part-day exceptions, granted part-day time off.
8. Rotating patterns.
9. Preferred items (including exceptions, paid hours, and time off with preferred status).

1. Create time off request for part of a day for tomorrow=> time off status=pending
2. Create full day off request for tomorrow => cannot log the request because of a conflict (since time off was created in step 1

1. Create full day off request f for tomorrow=> time off status=pending
2. Create part day off request for tomorrow => get logged and no conflict

1. Are they requesting 'full day' time off or specifying 'start end end times'
2. Day off - do you mean a rostered day off or a vacation day off?
3. Pending - is the request preferred?
4. Conflict - do you get an error/warning mesage?

Calendar Object Hierarchy

When you enter more than one kind of Calendar item for an agent at the same time, a hierarchy determines which takes precedence. The higher priority item appears as Granted, and incompatible lower-priority items appear as Declined.

The order of priority for exceptions and preferences is:

1. Granted full-day exceptions.
2. Granted days off.
3. Granted full-day time off.
4. Granted availability.
5. Granted shifts.
6. Granted paid (working) hours.
7. Granted part-day exceptions, granted part-day time off.
8. Rotating patterns.
9. Preferred items (including exceptions, paid hours, and time off with preferred status).

An agent is not prompted for start/end time if they select full-day time off request - they are prompted for total hours.

I would recommend opening a support ticket if you feel one of your use cases should behave differently.

When you say 'conflict', what is the precise message displayed to you?

1. Create time off request for part of a day for tomorrow=> time off status=pending
2. Create full day off request for tomorrow => cannot log the request because of a conflict (since time off was created in step 1

1. Create full day off request f for tomorrow=> time off status=pending
2. Create part day off request for tomorrow => get logged and no conflict

1. Are they requesting 'full day' time off or specifying 'start end end times'
2. Day off - do you mean a rostered day off or a vacation day off?
3. Pending - is the request preferred?
4. Conflict - do you get an error/warning mesage?

Calendar Object Hierarchy

When you enter more than one kind of Calendar item for an agent at the same time, a hierarchy determines which takes precedence. The higher priority item appears as Granted, and incompatible lower-priority items appear as Declined.

The order of priority for exceptions and preferences is:

1. Granted full-day exceptions.
2. Granted days off.
3. Granted full-day time off.
4. Granted availability.
5. Granted shifts.
6. Granted paid (working) hours.
7. Granted part-day exceptions, granted part-day time off.
8. Rotating patterns.
9. Preferred items (including exceptions, paid hours, and time off with preferred status).

An agent is not prompted for start/end time if they select full-day time off request - they are prompted for total hours.

I would recommend opening a support ticket if you feel one of your use cases should behave differently.

When you say 'conflict', what is the precise message displayed to you?

1. Create time off request for part of a day for tomorrow=> time off status=pending
2. Create full day off request for tomorrow => cannot log the request because of a conflict (since time off was created in step 1

1. Create full day off request f for tomorrow=> time off status=pending
2. Create part day off request for tomorrow => get logged and no conflict

1. Are they requesting 'full day' time off or specifying 'start end end times'
2. Day off - do you mean a rostered day off or a vacation day off?
3. Pending - is the request preferred?
4. Conflict - do you get an error/warning mesage?

Calendar Object Hierarchy

When you enter more than one kind of Calendar item for an agent at the same time, a hierarchy determines which takes precedence. The higher priority item appears as Granted, and incompatible lower-priority items appear as Declined.

The order of priority for exceptions and preferences is:

1. Granted full-day exceptions.
2. Granted days off.
3. Granted full-day time off.
4. Granted availability.
5. Granted shifts.
6. Granted paid (working) hours.
7. Granted part-day exceptions, granted part-day time off.
8. Rotating patterns.
9. Preferred items (including exceptions, paid hours, and time off with preferred status).

An agent is not prompted for start/end time if they select full-day time off request - they are prompted for total hours.

I would recommend opening a support ticket if you feel one of your use cases should behave differently.

When you say 'conflict', what is the precise message displayed to you?

1. Create time off request for part of a day for tomorrow=> time off status=pending
2. Create full day off request for tomorrow => cannot log the request because of a conflict (since time off was created in step 1

1. Create full day off request f for tomorrow=> time off status=pending
2. Create part day off request for tomorrow => get logged and no conflict

1. Are they requesting 'full day' time off or specifying 'start end end times'
2. Day off - do you mean a rostered day off or a vacation day off?
3. Pending - is the request preferred?
4. Conflict - do you get an error/warning mesage?

Calendar Object Hierarchy

When you enter more than one kind of Calendar item for an agent at the same time, a hierarchy determines which takes precedence. The higher priority item appears as Granted, and incompatible lower-priority items appear as Declined.

The order of priority for exceptions and preferences is:

1. Granted full-day exceptions.
2. Granted days off.
3. Granted full-day time off.
4. Granted availability.
5. Granted shifts.
6. Granted paid (working) hours.
7. Granted part-day exceptions, granted part-day time off.
8. Rotating patterns.
9. Preferred items (including exceptions, paid hours, and time off with preferred status).