Create overtime slots for groups of agents
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Choose the Make Request button in the Published schedule calendar UI and select OT.
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A supervisor or manager enters the date and time range for overtime.
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Select the productive activity from the Activity list.
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Select by Staffing group or by Staff rules.
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Staffing Groups send a notification to all agents regarding availability of overtime slots. Agents are approved based on a first come, first served model.
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Staff rules allow supervisors to select specific agents to send overtime notifications to.
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Select the number of required overtime slots.
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Provide the reason for requesting overtime in the Reason text box. Agents will be able to view the reason prior to accepting or declining the overtime request.
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Choose Request