Leave Request Guidelines

Filing Timeline

• All leave requests must be submitted at least 2-3 weeks in advance of the intended leave date.

• Failure to comply with the lead time will result in an automatic decline of the request.

• Emergency leaves will require Operations Manager (OM) approval.

📌 Filing Window: You may submit leave requests for dates ranging from 2 to 4 weeks in advance. Requests beyond 4 weeks may be considered if VL credits are already available.

Approval Priority

Due to limited daily leave slots and increased usage of Vacation Leave (VL), approvals will be granted based on the following criteria:

• Consistent good attendance and productivity (based on average performance)

• Sufficient available PTO credits

No Leave Credits?

• Employees without available VL credits may still submit a request for leave, limited to 2 days of Leave Without Pay (LWOP) per month.

• Requests exceeding this limit will be subject to OM approval.

Leave Request Processing Timeline

• Submit your leave request before Monday End of Business Day of each week.

• Approved leaves for the following two weeks will be announced every Tuesday shift.

• Once approved, the PTO must be filed in AllSec at least 10 days prior to the leave date.

Leave Request Format

Subject: Leave Request | SLC US | Agent Full Name

Send to: Your Team Lead, CC your Senior TL / Manager

Sample: 

Agent Name Daryl Torreon

Employee ID 1234567

Shift (CST)         7:00 AM – 4:00 PM

Rest Days (CST)         Saturday – Sunday

Date & Time of Request (CST) 02 June 2025 @ 5:30 PM

Requested Leave Date (CST)         25 June 2025

PTO Credits Available 2

Reason for Leave Birthday

Validated by Team Lead         Yes / No

AllSec Rectification Request Guidelines

Effective immediately, please observe the following updated procedures when submitting rectification requests.

FORGOT TO PUNCH

1. Forgot to Punch (Agent Error)

If you forgot to clock in or out due to personal oversight (not a system issue), the following applies:

Requirement: A valid Coaching ID is required.

Note: Requests without a Coaching ID will be automatically declined.

Sample Entry:

Rectification: Forgot to Punch

Reason: Forgot to Login/Logout

Remarks: Forgot to log out. Coaching conducted. Coaching ID: CFID-XXXX

2. System Errors (AllSec or PC Issues)

If the issue was caused by a system malfunction (e.g., clocking options greyed out, PC frozen, etc.):

Agent Responsibility: Report the issue immediately to your TL/SME.

Documentation Needed:

• Screenshot of the error

• Freshservice ticket number (created by TL/SME)

Note: Failure to report the issue in real time may result in non-approval of the request.

Sample Entry:

Rectification: Forgot to Punch

Reason: AllSec Related Issue / Local Tech Issue

Remarks: Unable to clock out – option greyed out. Reported to TL. Freshservice Ticket #: SR1-XXXX

3. OT Adjustments

For rectifications related to OT (e.g., lunch OT, pre-shift or post-shift work):

• Clearly indicate the OT category and duration in the remarks.

Sample Entry:

Rectification: Forgot to Punch

Reason: Allsec Limitation (OT Adjustments)

Remarks: 1 hr OT Lunch + 2 hrs Post-shift OT. Reported and approved by TL.

CHANGE OF WORK SCHEDULE

4. No Shift Mapped / Incorrect Shift Mapped

• Applies when no schedule was assigned or the wrong shift/rest day was applied.

• Must be reported and validated by TL.

Sample Entry:

Shift Details: [e.g., June 25 - Supposed Rest Day]

Reason: No Shift Mapped / Incorrect Shift Mapped

Remarks: Supposed to be on rest day. Reported and approved by TL.

5. Business-Driven Schedule Change (Unplanned)

• For urgent shift changes requested by the client or operations due to business needs.

• Requires Manager approval.

Sample Entry:

Shift Details: [e.g., June 27 - 10 AM to 7 PM]

Reason: Business-Driven In-Week Schedule Change

Remarks: Change of shift due to client request. Approved by Manager.

General Reminders

✅ All rectification requests must include:

• Rectification Type

• Reason

• Remarks

✅ Report issues immediately to your TL/SME to ensure proper documentation and timely resolution.

✅Attach necessary documentation (e.g., Coaching ID, screenshot, ticket number, approval messages).

✅ Incomplete or late reports may not be approved.

Aux Reminders

LOGGING OUT

You are allowed to logout from Five9 within shift only for the following reasons, and must obtain approval from SME or TL on duty. 

• System Issues – Log out is allowed only with SME/TL approval if you encounter technical issues that prevent you from working.

• Clinic – Log out for clinic visits or health-related emergencies requires SME/TL approval.

• Coaching – Log out for real-time coaching is at the TL's discretion and should only occur when you are not on AVAIL.

Note: TL/SME should fillout the logout form to reflect the unscheduled logouts. 

For proper tagging within Five9, follow these AUX guidelines:

• Admin Work for long notes - Use this tag for documentation purposes, but ensure it does not exceed 3 minutes. This also requires SME/TL approval.

• Meeting for Coaching Sessions - Use this tag when you are in a scheduled coaching session.

• Break for QPB - QPB usage must be approved by the SME/TL. Every minute spent on QPB will be deducted from your break time. For example, if you take a 2-minute QPB, you will have 13 minutes left for your break.

Important Reminder: 

• Unauthorized log-outs, excessive breaks/lunches, and abuse of admin work AUX tags will result in disciplinary action.

• Team Leaders are responsible for updating the ACD channel if meetings require tagging, especially when coaching is necessary and we have excess HC commitment.

• LOG-OUT TRACKER GC/CHANNEL is only for log-out concerns mentioned above

• If you have further concerns or questions, reach out to your immediate supervisor or STL