Absences
An Agent has submitted a time off request and it has been approved by workforce management without needing to trade the shift with someone else.
What is Approved Time Off?
When an Agent is not present and prepared for their duties within 5 minutes of the start of each shift and/or following each meal period.
What is a tardy?
An amount of points earned by the Agent which can be stored and used to apply against Occurrences
What are Credits?
How many breaks do you receive depending on the hours you work?
No breaks awarded if you work 1-3.5 hours. One fifteen minute paid break if you work 4-7.5 hours. Two fifteen minute paid breaks if you work 8-10 hours.
Wilbur is scheduled to work an 8 hour shift, but he requests 2 hours off and is now only working a 6 hour shift that day. How many breaks and lunches will he get?
Wilbur will get one break and no lunch.
An absence in which an Agent submits an absence request at least 5 minutes prior to the start of a scheduled shift but does not find approval or a shift trade for all of their scheduled daily hours.
What is a Reported Absence?
When Agent has not reported the tardy in Calabrio at least 5 minutes prior to the start of their scheduled shift, if they are unable to report to their shift on time.
What is an Unreported Tardy?
Reported is 0.25 Occurrences and unreported is 0.5 Occurrences. Greater than 30 minutes but less than 50% of total shift when reported is 0.5 Occurrences and unreported is 0.75 Occurrences.
How many Occurrences will I receive for a tardy?
How long of a lunch do you receive depending on the hours you work?
No lunches are awarded for working 1-6 hours. One thirty minute unpaid lunch will be awarded for working a 6.5-7.5 hour shift. One thirty or sixty minute unpaid lunch will be awarded for working an 8-10 hour shift.
When are Double Occurrences used and where can we find The Occurrence Multiplier Calendar?
To limit excessive attendance issues during weekends, select holidays and rent weeks, occurrence values will be doubled during dates specified in The Occurrence Multiplier Calendar. You can find this calendar in your Google Drive, or reach out to your manager and they can share it with you.
"No Call/No Show” means an uncovered absence in which an Agent does not submit an absence request at least 5 minutes prior to the start of a scheduled shift.
What is an Unreported Absence?
When an Agent is not continuing their assigned duties within at least 1 minute of the end of each shift and/or beginning of each meal period.
What is an Early Leave?
An Agent must submit an absence request in Calabrio at least 5 minutes prior to the start of their scheduled shift. Be aware: simply texting or emailing a fellow team member or Manager does not constitute notification. You must submit an absence request in Calabrio exclusively.
Who can I report my tardy or absence to?
True or False. An Agent can take their break/lunch at any time during their shift.
False.
A break and/or lunch can not occur during the first or last hour of an Agent’s shift.
How many Occurrences will trigger a PIP?
When you have -0.5 Occurrences in your bank, it will trigger a PIP.
This is defined as a tardy/early leave that becomes an absence when an Agent misses more than 50% of their shift. Even upon return to work during that shift, an absence will apply if more than 50% of the shift has passed.
What is a Partial Absence?
When an Agent has reported their tardy in Calabrio at least 5 minutes prior to the start of their scheduled shift if they are unable to report to their shift on time.
What is a Reported Tardy?
Approved or Fully Traded (100%) is 0 Occurrences. Reported full or partial absence is 1 Occurrence, and an unreported full or partial absence is 2 Occurrences.
How many occurrences are received for an absence?
True/False - An Agent will not be allowed to combine breaks together or with lunch to extend time away from their duties.
TRUE
Dolly Mae's alarm didn't go off, so now she's going to be late for work. She messages her manager 4 minutes after her shift started to report her 6 minute tardy and asks her manager to approve it.
Did Dolly Mae report the tardy on time and to the right place?
Is this a reported tardy or unreported tardy?
How many Occurrences will Dolly Mae receive?
Dolly Mae should have reported this in Calabrio.
She didn't report it 5 minutes before her shift started.
This would be considered an unreported tardy.
Dolly Mae will receive 0.5 Occurrences.
Two or more of these consecutively will result in the employee being resigned from their position for job abandonment.
What can happen due to Unreported Absences?
There has been a time stamp and successful login to Client Admin with a status that permits incoming interactions.
What does Prepared mean?
Working 2.5 extra hours.
How many hours earns 0.25 credits?
True/False - We appreciate when you don't take your lunch if you feel like you can just push through it to help with zones.
FALSE - While an Agent may request to remove a lunch, it is recommended that these benefits are utilized to maintain strong performance and a healthy balance.
Who is responsible for our attendance and adherence?
Where can we find the Attendance Policy?
Each of us are responsible for our own attendance and adherence.
Please notify your manager if you need them to adjust/remove a break/lunch.
You can find the Attendance Policy in your Google Drive. I recommend you bookmark it and refer to it often.