Approval Rules

Instead of manually handling all the time-off requests, approval rules automate responses for you. Using approval rules, you'll cut down the time you spend handling requests. Also, agents won't have to wait for their manager to review each submission.

Based on the conditions you define in the rules, the requests are automatically approved. You can decide either to auto-decline or forward the request for manual approval when the conditions aren't met.

When creating the rule, you can define net-staffing levels as a condition for handling requests. For example, you can choose to decline all requests when you're understaffed. This feature is only available for users with the WFM Advanced license.

You can review the automated responses and the pending requests in the Manage Requests page.

You can watch a video that gives an overview of the Approval Rules page. The video also includes a tutorial on creating an approval rule.

Keep in mind:

  • The rule is activated by default once you create it. To deactivate a rule, click Options Image of actions icon and select Deactivate.

  • The Broken status means that one or more of the activities or scheduling units in the rule were deleted, and that the rule is inactive.

  • You can duplicate, edit, and delete each rule from Options Image of actions icon as well.

  • To create approval rules, you must have View and Manage enabled in the Approval Rules permission. This permission is available in Admin > Security > Roles & Permissions, in the WFM > General Permissions section.

To create an approval rule:

  1. Go to WFM > Requests > Approval Rules.

  2. Click the app selector and select WFM.

  3. Go to RequestsApproval Rules.

  4. Click New Rule.

  5. Enter a Name.

  6. In the General tab, select the Scheduling units and the Activities that will receive an automated reply.

  7. In the Net Staffing tab, you can choose to use the net-staffing levels as a condition for handling requests. For example, you can decline all requests when you're understaffed.

    Keep in mind:

    • Only available for users with the WFM Advanced license.

    • To create a rule without using net staffing, skip this step.

    • When the rule has more than one scheduling unit, the net-staffing levels apply to each unit separately.

    To add net-staffing levels to your rule:

    1. Click Define Net Staffing.

    2. Select the days the chart applies to.

      By default, the chart applies to every day of the week. When you select specific days, you can add another chart by clicking Customize Other Days.

    3. Click inside the chart, and drag the net-staffing bar left and right to define the hours.

      Let's say you want to set the net-staffing levels from 8:00 until 12:30. Click the column for 8:00, and drag the bar to 12:30.

      Removing charts:

      • To remove one net-staffing chart, click Options Image of actions icon select Delete.

      • To remove all net-staffing charts, click Delete all. Net staffing won't be part of your rule.

    4. Inside the bar, drag the sliders up and down to define the actions for the net-staffing levels: Approve, Send to manager, or Decline.

    5. Select what happens If there's no forecast or published schedule the requested day: Approve, Send to manager, or Decline.

      With a forecast and published schedule, the rule won't be able to validate the request with the net-staffing levels.

  8. In the Conditions tab, select the conditions for the rule. All selected conditions must be met for a request to get auto-approved.

  9. Define the Submission time. This condition is met depending on when the request was submitted.

  10. Define what happens when at least one of the conditions you defined isn't met.

  11. Click Save.

    The new rule will appear in the list in the Approval Rules page.

Frequently Asked Questions