Requirements on H2h
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Requirements on H2H
Scope of these requirements can be categorized as:
Attendance Management (of agents and line)
Agent Status i.e. Suspended, Resigned, Absent
Annual Leaves Management
Annual leave for contractual staff (according to contract)
Annual leave according to roster off days
Limitation on total AL count (number of agents on annual leave should not exceed the given count according to units e.g. Consumer Segment, business segment and will change according to headcount)
In case there are emergency annual leaves, AMs can update it
Minimum of 5 ALs to be taken in 1 slot
In case agent does not have 5 AL, he should consume all
Alternate Task, Extra Agent & Swap Option
Alternate task – with option to edit remarks and also with start date/time & end date/time.
Category of On Swap With for swap originator and the option to update the status of swap accommodator. (all the options already available)
Leaves Management
Short leaves (sick & casual)
Sick Leave exception (health care & management separately) and casual leave exception (to be updated by AMs or OPC)
Unpaid Leaves
Rosters Management
Reports
Daily report visibility
Access/feature to export data (date wise, unit wise, agent wise, reporting line wise etc.) to OPC, and reporting lines
Editing rights to OPC and AMs
Intimation to OPC for contact center annual leaves (CRO only).
System Email Intimation
System shall be able to send email intimations to concerned employees in case if leaves are updated/added, approved/rejected etc.
Addition in fields and other related requirements:
Leave record updation for contractual staff (contract to contract & overall)
Short leaves (sick & casual)
Sick Leave exception (health care & management separately) and casual leave exception (to be updated by AMs or