Manually handle requests in the client

Approve or deny requests manually in the Requests view in the Schedules module.

The Requests view lists all requests from the selected agents and for the selected time period in a table. Requests outside of the opened period are shown but appears dimmed. Double-click a request to see the details of the request.

The seniority value shown in the Requests view is the number of months that the agent has been employed. It is counted from the start date of their first person period.

NOTE   Overtime requests cannot be handled in the Requests view. See Handle overtime requests manually for more information.

Prerequisites

  • You have the Schedules > Requests permission and the underlying Approve and View allowance permissions.
  • You have the Global functions > View schedules permission.

Page location

Client > Schedules > Open schedule > Requests

Procedures

Approve or deny a request

  1. Select the request in the table.
  2. Click on Approve or Deny.

    NOTE   The agent is not notified that their request is approved or denied until you save. Look at the impact and, if needed, change your decision before saving.

  3. Click Save to save the decision and notify the agent.

Reply to a request

You can send a message to an agent who sent a request. This can be just a text message, for example asking a follow-up question, or a message in connection to approving or denying the request.

  1. Select the request in the table.
  2. Click Reply, Reply and approve or Reply and deny.
  3. Enter your reply.
  4. Click Reply.
  5. Click Save to send the message to the agent.

Check the remaining allowance

  1. Click View allowance.
  2. Select the Budget group that the agents are in.
  3. Choose to view Full allowance or Allowance after threshold.

    Full allowance is the total allowance in FTEs for the selected day and budget group.

    Allowance after threshold is the part of the allowance that can be used for automatic approval of requests.

  4. To view other weeks, use the arrow buttons at the top of the table.

NOTE   For more information on how to interpret the parameters in the table, see Review allowance when approving absence requests.

Sort requests

  • Click the column header to sort on. The requests are sorted in ascending order based on that column. Click the column header again to sort the request in descending order.
  • Click another column header to sort primarily on that column, and secondly on the first column you clicked.

Filter requests

  1. Enter the text to filter on in the Find field. You can filter on any text shown in the table.
  2. Press the Enter key.

Show the Request history

The Request history shows all already handled requests for an agent. The requests are moved from the Requests view to the Request history two weeks after it was either approved or denied.

  1. Select View history.
  2. Select the agent to view the history for in the drop-down menu.
  3. If needed, use the Previous and Next buttons to browse through the list of requests to find the one you are looking for.
  4. Select a request in the list to show the request details.

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