Understanding pending or waitlisted requests

In Interaction Optimizer, time off requests in a pending state are considered to be waitlisted.

The processing engine places a time off request in the pending state if the request is still being processed and confirmation of eligibility for approval has not been confirmed. A time off request may be placed in pending status if:

• No active time off plan exists in the system.

• An agent does not belong to a scheduling unit or coverage group at the time the request is processed.

• An agent has not accrued enough time off hours, based on the configured reference date, but the waitlist capping hours still remain on the time off accrual plan.

• The time off request contains an activity code not defined in the agent’s accrual plan.

• The agent’s accrual plan is not configured to automatically approve time off requests.

• The time off request does not meet allotment availability, but enough time remains in the accrual plan’s waitlist capping setting.

• An agent has accrued enough hours at the time the request is submitted, but that request would invalidate  any previously approved time off requests for a future date.

For more information, see the Related Topics.