Request Types

Active

If it’s currently active and an employee can use it

Approve

Specify whether a request type is approved automatically or manually

Name

Enter a specific name that agents will see in the needs selection field and can choose from

Type

1. "Time Off" - a specific category encompassing any type of absence period, whether it's a holiday or a sick day. Here, you define the specific type of day when an employee is not working

2. "Available" - this request type indicates an individual employee's availability status. Team leaders can use this information to determine if a specific agent is free to work, enabling them to incorporate this data into the agent's schedule
     

3. “Shift” - When an agent knows their availability in advance, they can create a request to inform the team leader that they will not be available during a specified period. This ensures that the team leader does not schedule the agent for that particular day and time.

Description

Add the request’s purpose

Abbreviation

The predefined name of this request, as it will appear in the technical plan, should be a concise and easily memorable text used for the specific request type by all team members

Colour

The abbreviation text’s colour

Background

The abbreviation background’s colour