Refer to the following PDF for the timecard approval process.
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In addition to what is outlined above, please also be aware of the following:
All agents are expected to acknowledge the Agent Attendance Policy which outlines timecard expectations on the agent level and emphasizes that agents are responsible to manage their hours.
Agents should not work overtime unless OT is approved.
OT approval is dependent on AIQ and is typically only allowed during AEP.
Agents with over 32 hours logged by end of day Thursday should be asked to work a reduced shift on Friday. They may take a longer lunch or leave early. WFM must be notified of these shift adjustments or they may inadvertently accrue MIA or Leave Early points.