Authorize individual exceptions

You can authorize individual adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities. exceptions for a specific employee. You can authorize part or the entire time period of the exception.

Example: Authorize individual exception

An employee attended an impromptu team meeting from 2:00-3:00 on a Tuesday, instead of answering phones. An exception was displayed, as their actual work differed from the published schedule. You can then authorize that specific exception.

Before you begin

In order for exceptions to be displayed, you must have a published schedule. If there is no published schedule, publish it and authorize exceptions, as required.

For instructions on publishing the schedule, see Publish the schedule.

Procedure

Go to Forecasting and Scheduling > Calendar > Calendar.
From the left pane, select the data to display on the calendar (campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads., dates, employees, and queues).
From the Adherence row, select the exception you want to authorize, which is displayed as a red block.

The Adherence card on the side panel is displayed, showing the published and primary (actual) activities, and the Unauthorized status (default when an exception is created).
From the Status field, select Authorized.

The Start and End fields and the Comment field are now available. By default, the Start and End fields display the entire time period of the exception. (The time format is hh:mm:ss.)
Do one of the following for the values in the Start and End fields:
- To authorize the entire time period of the exception, leave the values as is.
- To authorize only a portion of the time period, in the Start and End fields, select the time range you want.
You cannot authorize the exception for a time frame that is longer than the exception itself.
From the Comment field, enter any notes about the authorization that you want to be displayed on the Adherence card.
Click Save.

The exception for the time frame you authorized now appears in green on the calendar. The authorization itself is shown as a gray line on the Adherence row.

The green authorized exception includes the following information:
- Authorized status
- Time range that has been authorized (either all or a portion of the exception)
- Duration of the authorization in parentheses
- Published: <Activity of the published schedule>
- Primary: <Activity of the Primary time record>
- Any comments that were added to the exception
The grey authorization block includes the following information:
- Authorized status
- Time range that has been authorized (either all or a portion of the exception)
- Duration of the authorization in parentheses
- Any comments that were added to the exception