This feature allows you to turn off the ability for an agent to perform certain actions inside the WFM system.
Note: There are no system notifications when an agent is placed on a RAP.
Maybe an agent abused time off requests, or repeatedly signed up for overtime ASAPs but did not show up for the shift. Or it could be for a disciplinary action or the need for additional training. The RAP allows you to designate both the restrictions and apply a date range.
To get started, navigate to an agent's profile and click Review action plans in the Restricted action plans tile.
On this page you can review current and past RAPs and Create a new Restricted Action Plan.
Select a reason for the plan from the drop-down and provide a required comment. Select the start and end date for the RAP.
On the next screen you indicate which abilities to disable. The top section includes general eligibility items including logging in to the web app or mobile app, requesting time off, and creating self-service requests. The bottom section includes the different ASAP categories.
On this screen, a Yes means the action is allowed and No means it is restricted.
During the plan period vs. in the plan period: If you disable the first option ("during the plan period"), the agent cannot ask for any time off for the duration of the RAP. In the second option ("in the plan period"), you can disable the ability for the agent to request time off or self-service for dates during the RAP period, but still allow requesting dates outside of the RAP period.
The next page allows you to upload supporting documents (not required).
The final screen allows you to review your choices. Click Finish to complete the RAP.
Agents on a RAP will have a red bar next to their picture...
...and a red traffic light on their Time Off Worksheet (if restriction for time off requests).