Today's quick tip: What triggers the waitlist option?
CommunityWFM 5.x includes the option for a waiting list for time off requests. If a brownout rule fails because all available slots are filled, the agent can request to be placed on a waiting list in case the time becomes available later.
Several things must be in place for the waitlist option to become available when an agent makes a time off request:
- Agents must have PTO Calendar Partition Rules as their time off rules source.
Settings > People & agent templates > People > Personal profile > PTO settings for [agent name] > Basic time off settings. - There must be a calendar partition in open selection (not a bid round) for the requested date.
- Agents must be assigned to the calendar partition.
- There must be brownout rules in place in the calendar for the requested dates (the waitlist is triggered when a brownout rule fails).
- When making the request, the agent must use “Request planned time off” not “Request a recurring time off event.”
- The request must be for an All day event. The waitlist option is not available for partial day requests.
- The agent must select “Yes, approve all days together), even if it’s a single day request.
Notifications
To notify agents of the availability of a waitlist item when it becomes available, turn on notifications for Published Schedule Edit | Time Off Request Waitlist Availability (Settings > Application settings > Administrative settings > Notifications).