About automatic changes to requests
In most cases, if a request is approved, Calabrio ONE updates the agent’s schedule exactly as requested. In some cases where a paid request is submitted, however, Calabrio ONE might alter the request to make sure that the agent is not scheduled for more paid time than the agent is supposed to work. The following are examples of such cases.
Case 1: The agent submits a paid request that overlaps an unpaid activity
The agent submits a partial- or entire-day paid request for mentoring, time off, or an exception. The request overlaps an unpaid activity in an existing schedule. The request is approved. In this case, Calabrio ONE replaces an unpaid activity (for example, an unpaid lunch) in the agent’s schedule with a Not Available activity.
You request paid time off, 7:00 AM–3:00 PM. The existing schedule is:
- In Service, 7:00–11:00 AM
- Unpaid Lunch, 11:00–11:30 AM
- In Service, 11:30 AM–3:00 PM
After the request is approved, the schedule is:
- Paid Time Off, 7:00–11:00 AM
- Not Available, 11:00–11:30 AM
- Paid Time Off, 11:30 AM–3:00 PM
Case 2: The agent is scheduled to work during the requested time
The agent submits a partial- or entire-day paid request for mentoring, time off, or an exception. The request is for times the agent is not scheduled to work. The request is approved. In this case, Calabrio ONE does not insert the approved request into the agent’s schedule.
The agent requests paid time off, 5:00–7:00 PM. The existing schedule is:
- In Service, 9:00 AM–5:00 PM
After the request is approved, the agent’s schedule remains the same.
Case 3: The agent is scheduled to work during only a part of the request
The agent submits a partial- or entire-day paid request for mentoring, time off, or an exception. The request is for an existing schedule, and the agent is scheduled to work during part of the request. The request is approved. In this case, Calabrio ONE inserts a part of the approved request into the agent’s schedule.
The agent requests paid time off, 4:00–6:00 PM. The existing schedule is:
- In Service, 9:00 AM–5:00 PM
After the request is approved, the agent’s schedule is:
- In Service, 9:00 AM–4:00 PM
- Paid Time Off, 4:00–5:00 PM
BEST PRACTICE If agents want to submit a paid request for a time in their existing schedule that they do not work, they should contact their supervisor.
(Manual Handling only) If supervisors want to approve a paid request for a time that the agent who submitted the request is not scheduled to work in an existing schedule, they must do the following:
- In Agent Schedules, navigate to the date that the agent requested.
- Insert a paid activity (In Service or Overtime) for the time that the agent requested.
- Approve the request.