Verint Workforce Management steps

1. Locate the Impact 360 Playback (Verint) desktop icon
2. Verint uses single sign-on (SSO), there is no need to type your NT username or password. Click continue to log in.

• Check your schedule in Verint when you start your shift and periodically throughout the day in case anything changes.
• Review activities from previous days to verify all approved exceptions were entered properly for adherence.

Summary is a week at-a-glance view of schedules. Summary only shows shift start and stop times for the current week.

My Home - My Schedule - Summary

Personal view provides a detailed view of your schedule by date and includes all activities.

1. Go to My Home - My schedule - click Personal.
2. Personal view allows you to view:
   • Shift start and end times
   • Stread
   • Breaks
   • Meetings
   • Lunches
   • Time off
   • Coachings
   • Trainings
3. Click the calendar on the top far right of the page to choose a date range.
4. Choose textual or graphical view based on preference.

Verint has an easy way to view your personal PTO balance, but UKG is the main source for viewing time off balance. Verint does not calculate the T-Mobile maximum amount of PTO or yearly rollover.

1. To see your PTO and Floating Holiday balance, go to My Home – My Schedule – click Summary.
2. A summary can be found in the Time Off Summary (Hours) for Year section.
   • Total: Total hours available at the end of your anniversary date
   • Starting Balance: Accrued Hours at the start of the year
   • Used: Total hours used by the current date
   • Scheduled: Total hours scheduled from the current date to your anniversary date
   • Pending: Number of waitlisted or pending hours
   • Estimated Remaining: Total - Used
3. To see your current or projected balance, select the Time off accrual calculator icon (blue calculator on the far right).
   • Time off Accrued as of: Choose a date.
   • Time off Type: Choose PTO Preplanned.
4. Click Calculate.
5. After reviewing your balance, click Done.

Before requesting time off, it is recommended to review the available time off for the date you are requesting. This will give you an idea of the chances your request will be approved or placed on a wait list.

1. Go to Request Management – Time Off Calendar.
2. Click Time Off Calendar
3. Choose a Time Off Type: PTO Preplanned.
4. Choose a View:
   • 2 months: Shows 2 months side by side
   • Year at a glance: Shows 12 future months
   • 1 month – daily intervals: Not in use
5. Choose a display:
   • My Time Off Pool View: Balances for your groups Time off Pool
     1. Hours Allocated: Total number of hours made available
     2. Hours Pending: Waitlisted & Pending hours for the group
     3. Scheduled Time Off: Approved hours for the group
   • Personal View: Your personal hours
     1. Hours Available: Remaining hours for the group
     2. Hours Pending: Your personal Waitlisted & Pending hours
     3. Scheduled Time Off: Your approved time off hours

Do not take time off if the activity is not in your schedule in Verint.

• This includes Floating Holidays, PTO Preplanned, and Holiday time.
• If you have questions about your schedule, see your coach or Workforce Manager.

Submit a new request for each day. Requests submitted for more than 1 day at a time will fail.

"Holiday" should be used for time off requests for company observed holidays only.

• When a holiday falls on a Saturday, the company observes the holiday as the Friday before and requires the "Holiday" code for Friday. "PTO Preplanned" will need to be used on Saturday.
• When a holiday falls on a Sunday, the company observes the holiday on the Monday after and requires the "Holiday" code for Monday. "PTO Preplanned" will need to be used on Sunday.

1. Go to My Home – My Requests – click My Time Off Calendar.
2. Click Create new Request on the bottom right.
3. Click Time Off.
4. Choose a time off type: PTO Preplanned, Floating Holiday or Holiday. (See Floating Holiday)
   • Kingsburg CEC use “CA ONLY PTO Preplanned” instead of “PTO Preplanned”
5. Time Off Hours: This is a default field not currently in use.
6. Add to waitlist is checked by default and the expiration date will default to the date of the request when saved.
   Deselecting this box, will immediately pass or fail the request and the request will not be added to a waitlist.
7. Enter a note in the Add Comment field.
   • The contents of the memo do not affect the system’s approval/waitlist process.
   • Never enter personal details.
8. Time Off Choices: Select your date, start time, and end time.  
   • For partial day requests, enter the exact start and end times for the PTO/Holiday
   • For Full Day Requests:
     • Employees who do not work overnight/cross midnight, it is recommended to select 00:00 to 23:59 for the start and end times for a full day. If approved, this will ensure you will get the full day off even if your schedule changes. The system will not deduct 24 hours of PTO, instead it will update based on your schedule.
     • Employees who work overnight and their shift crosses midnight (local time), it is recommended to select your expected shift start time and set the end time for 20 hours after the start time. If your shift changes to something not covered by that range, notify Workforce Management to have the Time Off times adjusted.
     • Example: if you work 10:00 p.m. to 7:00 a.m., set the Start Time to 10:00 p.m. and the End Time to 6:00 p.m./18:00 the next day
9. Click Save.
   
10. An approved, denied, pending, or waitlisted message will appear at the top of the window.
11. A status email will be sent to the Supervisor and the employee.
12. Close the window to go back to your time off calendar

1. Go to My Home – My Home – click My Requests.
2. On the top right choose the Time Off View.
3. The top section displays all your time off requests.
   1. Status Icon: Shows a check mark for approved, red circle for denied, blue circle with WL for waitlisted and an hourglass for pending.
   2. Hours Accounted: If your request is for more than 3 weeks in the future, a default value will be used to calculate your time off. Once RP has published your schedule for the week of your time off, the value will be accurately updated based on your schedule.
   3. Choice Alerts or Alerts: Shows reasons why the request may be waitlisted, pending or failed.
      • Request will waitlist when there are not enough hours in your group's Time off Pool.
      • Request may fail for the following reasons.
      • • You do not have enough personal time off available.
        • The request was made less than 14 hours in advance.
        • The request was made for more than 1 day.
        • PTO or Holiday was requested for a non-PTO or Holiday day.
        • The Time Off Pool did not have enough hours for a Floating Holiday.
        • The request was submitted for a previous day or more than 365 days into the future.
        • The wrong PTO Preplanned activity was selected for your site
   4. Actions
      1. Click the pencil to edit a request.
      2. Click the magnifying glass to view the details of a request.
      3. Click the trashcan to delete an approved, pending, or waitlisted request.

1. Go to My Home – My Requests – click My Time Off Calendar.
2. Click Create new Request on the bottom right.
3. Click Time Off.
4. Choose a time off type: Floating Holiday.
5. Time Off Hours: This is a default field not currently in use.
6. Add to waitlist is checked by default and the expiration date will default to the date of the request when saved.
   Deselecting this box, will immediately pass or fail the request and the request will not be added to a waitlist.
7. Enter a note in the Add Comment field.
   • The contents of the memo do not affect the system’s approval/waitlist process.
   • Never enter personal details.
8. Time Off Choices: Select a date. Do not change the start or stop time. 
   • Employees who do not work overnight/cross midnight select 00:00 to 23:59 for the start and end times. Floating Holiday must be for an entire day.
   • Employees who work overnight and the shift crosses midnight (local time), submit the time off for your expected shift start time, and set the end time for 20 hours after the start time. This will ensure only one Floating Holiday is used in UKG Pro. If your shift changes to something not covered by that range, notify Workforce Management to have the Time Off times adjusted.
   • Example: if you work 10:00 p.m. to 7:00 a.m., set the Floating Holiday Start Time to 10:00 p.m. and the End Time to 6:00 p.m./18:00 the next day.
9. Click Save.
10. If no time off is available in the Time Off Pool for the requested day, the request is denied. At this time, Floating Holiday requests cannot be waitlisted.
11. If the requested time off is available in the Time Off Pool for the specified day, the request will be approved.
12. Close the window to go back to your time off calendar.

• Approved or waitlisted requests cannot be edited, only withdrawn.
• Pending requests can be edited or withdrawn.

1. Go to My Home – My Home – click My Requests.
2. On the top right choose the Time Off View.
3. Locate the request you wish to edit and click the pencil icon.
4. Update the waitlist expiration date to match the new request date.
5. Select new dates and/or start and end times.
6. Click Save.
7. An approved, denied, pending, or waitlisted message will appear at the top of the window.
8. Close the window to go back to your time off calendar.

1. Go to My Home – My Home – click My Requests.
2. On the top right choose the Time Off View.
3. Locate the request you wish to edit and click the trashcan icon.

• Workforce Optimization (WFO)
• Workforce Optimization (WFO): Coaches