By Region Rules
What region requires make up time for all call outs?
US
what does VOT stand for?
voluntary over time
why would you cancel MOT?
we're overstaffed and don't need as many agents that we currently have
"RTA Stuff" sheet under the tab "make up tracker"
When do you call out contractors?
long emails, long breaks, wrong status in omni
What region requires make up time for any call out that is not specified as SICK
EMEA
how do you open up VOT?
send an email to all of support specifying the queues it's open in and the time frame in which it's open
what are the two ways you can offer someone to cancel their MOT?
send out an email to all of support, or start VTO and offer to cancel MOT as you go
How often do you need to update the make up tracker?
after someone calls out that requires make up time, and again after they schedule their make up time
Who do you reach out to first when you need to call out a contractor
message their team lead directly
What region does not require any make up time (including for MOT)?
APAC
they do not sign up for VOT - they just clock into workday and login to an appropriate queue
how do you code cancelled MOT in calabrio?
you code as "cancelled time" if you are offering it via email to everyone, you code as "VTO - no points" if you are offering it as VTO
How do you schedule make up time in calabrio?
add activity, specify times
Where can you post call outs when a team lead is unresponsive or inactive?
in the mco channel
When would you use the code "Sick APAC" during blackout?
if APAC agent has allotted points and has called out for their shift
how do agents request VOT?
they cannot, it will be communicated day of if it's available
does cancelled MOT need to be made up?
no - it will still count towards the required MOT hours since we are offering to cancel it. this is why we code the overtime instead of delete it within calabrio
What code do you use for an agent's call out if they are making time up?
"sick - no points"
what channel can we use when we have questions for the contractor team?
wfm-construct
What regions use the code "Sick - no points"
all regions, unless the APAC agent has points allotted, then they use "Sick APAC"
When is it required to open up VOT?
it is not ever required, but a tool you can use when you feel like you need extra hands.
what if you become busy after offering to cancel agent's MOT?
you can't take it back, but you can halt on VTO. so if you send an email out to agents you need to approve their cancellation requests. but if you're VTOing, you can stop offering.
What regions require make up time?
US and EMEA
who do we reach out to if we don't know what team a specific contractor is on?
wfm-construct