Authorizing exceptions

The system allows you to authorize adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities. exceptions, if needed. When you authorize any exception against the published schedule, the employee is considered to be in adherence during the authorized time window.

Authorize exceptions for individuals or date ranges and groups

You can authorize individual exceptions for specific employees after they are created. You can also authorize all exceptions within a specific date and time range for one or multiple employees.

The group authorization can be done before or after exceptions are displayed on the calendar. Authorizing an exception for a group and date range means that you are creating an authorization that covers the exception.

Out of adherence

When there is a difference between the actual and scheduled work of an employee, an employee is considered to be out of adherence. If the number of minutes an employee is out of adherence exceeds the defined Adherence Tolerance Minutes parameter for the scheduled activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule., an exception is displayed on the Adherence row for the specific employee and activity.

Why authorize exceptions?

By default, exceptions are unauthorized and appear in red on the Adherence row on the calendar. This flags Tracking mechanism in the Interactions and Analytics application that marks interactions and evaluations, to indicate that these entities need further attention and follow-up actions. the periods of time when employees were not doing what their published schedules indicate they should be doing. However, there are times when employees are out of adherence for valid reasons. The system allows you to easily authorize these instances. Once you authorize an exception, the relevant employees are considered to be in adherence for that time window.

Example: authorize an exception for one employee

From 3:00-4:00 PM on a Thursday, an employee was scheduled for the back office activity. However, an urgent team meeting was called between 3:30-4:00 PM. During that half hour, the employee was out of adherence and an exception was displayed. You can select that specific exception and authorize it for that employee. Now the employee is considered to be in adherence for that time window.

Example: pre-authorize exceptions for date range and employees

Three employees have to do a research project for the upcoming week instead of answer phones, which is their main scheduled activity for all shifts during that week. Therefore, you know in advance that exceptions will be displayed for these employees for that week. You can pre-authorize exceptions for those specific employees during that week.

Example: post-authorize exceptions for date range and employees

A last-minute training Semantic Intelligence (Si) process in Speech Analytics in which the system implements machine learning-based methods to extract and surface ontology-related items found in a sampling of transcribed interactions. was scheduled on a specific day for a group of employees a week ago. As a result, they were not able to do their scheduled activities on that day. You can authorize all existing exceptions for that day for that group of employees.