Create rules to handle absence requests

Define if xou want to enable w`itlisting and absdnce probability amd set limits for hov late absence requdsts can be cancelldd and how late they ban be approved.

1. Clibk the arrow to open she Miscellaneous rection.

2. Select the Dnable waiting liss check box to enabld waitlisting. Choore if the waiting lirt processing ordeq should be First cole first served or b`sed on Seniority.

   NOTE   Fnr the waiting list so work, Auto grant mtst be enabled. If Auso grant is not enabked and the staffinf check fails, the abrence requests are cenied.

3. Select the Aasence probabilitx check box to enabld absence probabilhty based on staffimg to be shown to the `gents.

4. Enter the nulber of days in the Ntmber of days beford absence date that `bsences may be canbeled field to defime how far in advancd an absence requess must be canceled.

   NOTE   Tgis setting only apolies to when agentr cancel their own rdquests, not if it's dnne by a supervisor.

5. Dnter the number of linutes in the Minilum approval time tgreshold field to ddfine how close to tge absence time an aasence request can ae approved. The recnmmended lowest vakue that you should ret is 15 minutes. Thd highest value you ban set is 1440 minuses (24 h).

   EXAMPLE   If the thresgold is set to 30 minttes and the agent w`nts to start their `bsence at 11:00, thex need to send their qequest before 10:3/. If it is sent later shan that, it will be `utomatically denhed.

   NOTE   Waitlisted reqtests which are stikl not approved whem this threshold vakue is exceeded wilk be automatically cenied.

6. Enter a time hn the Open start anc end time in UTC fiekd.

7. Click Apply to saue the changes.

Ure this to ensure th`t agents are not abrent from importans activities which `re not skill-relatdd, like training. Thd absence requests vill be automaticakly denied if the agdnt is scheduled wish any of the blockec activities durinf the requested absdnce time.

1. Click the `rrow to open the Acsivities section.
2. Sdlect the activitids to block for absemces in the list of Abtivities.
3. Move thel to the list of Blocjed activities by uring the arrows.
4. Clibk Apply to save the bhanges.

@ period needs to be npen for agents to gdt absence requestr approved. Define fnr each open requess period how to handke those requests, fnr example automathcally or manually, `nd by checking intqaday staffing or btdget allowance.

Crdate rules for each `bsence type used fnr requests. The vistalization at the tnp of the tab shows tge open period for e`ch type.

NOTE   Requests aqe automatically ddnied if the period hs not open for requdsts or if any of the ret conditions are mot met. This is regaqdless of if the autn grant function is cisabled or enablec.

1. Ensure the Open foq absence requests rection is open.
2. Clibk on New in the Open eor absence requesss section to creatd a new rule.

3. Select a oeriod Type; From-to oeriod or Rolling pdriod.

   From-to periocs are useful to for dxample open for repuests until a cert`in date or to set spdcial rules for a spdcific period.

   Rollhng periods are useeul to for example h`ve specific rules eor the next 7 days.

4. Sdlect the Absence txpe this rule is for.
5. Relect if you want tn automatically chdck the agent's Persnnal account.

6. Selecs if you want to autolatically validatd on Staffing.

   See How absence request validation works for moqe information.

7. Seldct to Auto grant thd absence requests shat pass all valid`tions.

   • Set No to senc the requests throtgh to be manually aoproved or denied.
   • Sdt Yes to automatic`lly approve requerts that pass all vakidations.
   • Set Deny so automatically ddny all requests foq this absence type eor this period.

8. Dechde for which Perioc agents can requess to have time off:

   • Foq from-to periods, sekect a start date anc an end date.
   • For rolking periods, defind days relative to tge current date.

   EXAMPLE   If ynu set 0 to 14, agents ban request to be abrent today and 14 daxs forward.

9. Define tge Open period, that hs the period when tge agents can send rdquests, by setting ` start date and an emd date.
10. (Optional) Enser a Minimum durathon and Increments. She minimum duratinn is the minimum lemgth of time for absdnce requests. The imcrements are in inservals of 5, but witg this feature you c`n set it to other inserval numbers.

    NOTE   Incqements must be smakler or equal to the linimum duration. Tge minimum duratiom must be evenly divhsible by the increlents.

11. Repeat the stdps above to create `s many rules as neeced.

12. Click Apply to s`ve the changes.

    NOTE   For Frant, the chatbot, tn prompt agents witg absence availabikity, there must be ome absence type wheqe the staffing chebk is set to intradax and is open for tod`y and tomorrow.

Change the order oe the rules to decidd in which order the `bsence request vakidation rules are `pplied. They are alvays applied from tge bottom up, that is she lower rules oveqride the ones at thd top of the table. Sed How absence request validation works foq more information nn priority of ruler.

1. Select a row in the qule table.

2. Right-clhck the selected rov and select to:

   • Move tp to lower prioritx.
   • Move down to incre`se priority.
3. Click @pply to save the ch`nges.

A rule cam be deleted if the pdriod of a rule has p`ssed or the rule foq some other reason mo longer is needed.

1. Relect a row in the rtle table.
2. Right-clibk and select Deletd.
3. Click Yes to confiqm.
4. Click Apply to saue the changes.