Important Notes This ticket type should only be used for schedule changes in the future. For past-dated schedule changes, you should submit a  Current Week Schedule Adjustment This form/ticket type should only be used by COM's and above. No schedule changes will be applied if submitted by a supervisor.*** ***Exception: If, and only if, you are instructed by a COM to submit the request, it is your duty to add them as a participant on the ticket and they must confirm the approval. Process 1. Fill in all required fields. In this case, the required fields are: Client / Department: use the 3 letter code that matches the client you are requesting the change for. Ex: BEL = Belk, TRD = Torrid, TLB = Talbots, etc Employee Focus ID: found in their Focus profile Employee Name: you know this one Start Date (Effective Date): date the change should be made effective for (see notes on Effective Dates below) End Date (optional): date the schedule change should end (if applicable) Description: should be used for providing any additional details.  Good examples of additional details Jane Doe is requesting to work from 09:00 to 17:30, with Wed and Sun off Tom Jackson is requesting to work from 22:00 to 06:30 with Fri and Sat off Mary Lee is requesting to work an 11:30 to 21:30 with Tue and Sat off. She would like to have a 2 hr  lunch every day (split shift). All of the above examples are short descriptions but explain the change needed (start/end time, days off, any special lunch accommodations, etc). WFM does not need the specific reason behind the change as the COM submitting it should have reviewed the request ahead of time. Bad examples of additional details Sam wants to change his shift. Make it effective tomorrow. 2. Click "Place Request" to submit the ticket. 3. Wait for WFM's response. You will be notified of their answer via email or by checking on the ticket itself. Note on Effective Dates Please note that, depending on when you submit this ticket, the schedule change may not take effect immediately. If you are submitting before Wednesday at 12 PM and are intending for the schedule change to go into effect the following Wednesday, the change will be applied. However, if you are submitting the ticket after Wednesday at 12 PM, your ticket will not go into effect until the following week. Example 1 - On-Time Ticket Supervisor Jane Doe submits a schedule change ticket on Tuesday, May 9, 2023 at 9:35 AM for Tim Jones. Tim needs the change to be effective on Monday, May 15. This ticket is considered on time (before Wed at 12 PM) and should be applied appropriately in Focus for Monday, May 15. Example 2 - Late Ticket Supervisor John Doe submits a schedule change ticket on Thursday, May 11, 2023 at 1:28 PM for Sally Mae. Sally needs the change to be effective on Monday, May 15. This ticket is considered LATE (after Wed at 12 PM) and would not be applied until Monday, May 22.

Important Notes This ticket type should only be used for any time adjustments (current or past week) that affect adherence but do affect payroll hours, specifically for the Talbot's account. Examples: Forgot to Clock In/Out, Technical Issues, Start / End Time or Break /Lunch Corrections, PTO inquires, etc. This ticket type will also be reviewed by the Payroll department. Process 1. Fill in all required fields. In this case, the required fields are: Client / Department: use the 3 letter code that matches the client you are requesting the change for. This should only be used for Talbot's. Employee Focus ID: found in their Focus profile Employee Name: you know this one Adherence Type: select what activity the agent was engaging in that needs the adjustment Adherence Start Date: the date the activity started Adherence Start Time: the time the activity started (should be in hours and minutes. Example: 03:16 PM) Adherence End Date: the date the activity ended (should match the start date, unless it was an activity that crossed over midnight into the next day) Adherence End Time: the time the activity started (should be in hours and minutes. Example: 03:28 PM) Description: should be used for providing any additional details.  Good examples of additional details Technical Issues: {Agent name} had trouble logging in due to technical issues IT ticket number {insert ticket number}. Overtime: {Agent’s Name} was approved for OT on {Insert date}. He worked additional time from {Insert OT start time} - {Insert OT end time}. Overnight Overtime: {Agent’s Name} was approved for OT at {Insert OT start time} Agent was scheduled until {Insert scheduled shift end time} this would be for his/her overnight shift on {Insert overnight shift start date - Insert overnight shift end date}. Bad examples of additional details "Alex Johnson's break time is wrong. Please fix." 2. If all necessary details are provided and the discrepancy seems reasonable, WFM will make the appropriate changes in Verint.

Important Notes This ticket type should only be used for submitting an Employee Department Transfer request. Use this ticket type when transferring an employee from one client / department to another. Examples: Jane Jones is moving from Talbot's to Torrid. This change will take effect on Monday, June 5, 2023. Please submit at least 1 week in advance as these changes generally require a bit more work than other ticket types. As is the case for most WFM related tickets, it is best if the effective date is a Monday so the employee can have a full week's schedule on a new client. Notifying WFM does not mean that the employee will be granted access to the new clients' systems by default. Please follow the proper procedure with the IT team. Process 1. Fill in all required fields. In this case, the required fields are: Employee Focus ID: found in their Focus profile Employee Name: you know this one :) Effective Date: the date the transfer is set to take place. As illustrated in the example above, this would be June 5, 2023 for Jane Jones. Original Client / Department: use the 3 letter client code that the employee is leaving from (departing client). Example: Jane Jones is leaving Talbot's. New Client / Department: use the 3 letter client code that the employee is going to (receiving client). Example: Jane Jones is going to Torrid. Additional Details / Schedule Accommodations: should be used for providing any additional details. Good examples of additional details / Schedule Accommodations Additional details: {Agent name} will be going from a Customer Service Representative in Talbot's to a Tier 2 agent in Torrid. Schedule Accommodation: {Agent’s Name} has a conflict on Monday - Friday from 6 PM to 9 PM. They need to work a 9:00 to 17:30 shift if scheduled on those days. Exact reason for schedule accommodation is not needed! 2. If all necessary details are provided, WFM will make the appropriate changes.

Important Notes This feature should only be utilized by the ContactUS WFM team. Please do not use it if you are not a part of the team and instead, follow these instructions on how to submit an Employee Schedule Change ticket. Please note: the Focus Block scheduler does not currently support plotting split shifts or overnight schedules. These shift types need to be built manually in the Schedule section of Focus. If someone is on an LOA that has been approved and added into their Focus profile, they will not be scheduled for the duration of their leave. The same logic will apply for time off requests. Additionally, if someone is terminated in Focus, it will not continue adding their schedule past their termination date. Process 1. Open Focus and Navigate to the Employee List section (left sidebar, or click here to find it). 2. Find the employee whose schedule you would like to edit, using the search bar on the top right hand side. Once you have found the employee, click on the calendar button within the Actions column (left hand side of their name, 2nd button) 3. Based on the employee's desired schedule, click and drag to "plot" their schedule on the weekly calendar view. - Example: Sam Smith's schedule is from 11:00 to 20:30, with Thursdays and Sundays off. This is what his schedule would look like once plotted: Please notice that there are 2 blocks for each hour. 1 out of 2 blocks indicates a half hour increment. 4. Once the above has been completed, click Save WFM Settings. Depending on your Focus, there may or may not be a loading screen when you click save. Pro tip: to verify the change has been applied, hit Refresh in your internet browser and check the WFM Settings have been saved. 5. Next, you will need to select Override User Schedule Preferences and also hit Save WFM Settings again, otherwise the change will not work. There have been instances in which this step has been skipped and the change does not get applied. THEN 6. The Block Scheduler will run every Wednesday for the upcoming week. It will also run again on Fridays to pick up any updates that happened after its weekly run on Wednesday.

Important Notes This workflow can be followed by supervisors and COMs. Supervisors and COMs should be making focus schedule edits for the current week if they need to. For longer term changes, please submit the request to WFM  Process 1. Open Focus and Navigate to the Employee List section (left sidebar, or click here to find it). 2. Find the employee whose schedule you would like to edit, using the search bar on the top right hand side. Once you have found the employee, click on the calendar button within the Actions column (left hand side of their name, 2nd button) 3. By default, Focus will show the Current Week. If for whatever reason it is showing another week, simply click the Current Week button. Adding a Shift (shift does not currently exist) 1. Find the day you'd like a shift for. In the Actions column, use the + button to Create a Shift. 2. Select the Client this shift will be for. 3. Select the Training Attribute that this schedule is for. If this is for Bosch Automotive, BoschPowerTools or CollegeBoard, be aware that you should pick from: Bosch Automotive CollegeBoard Bosch PowerTools Phone - Bosch OE Phone - Tech Support Phone - Bosch Dealer Phone - Bosch Aftermarket Phone - Educator Phone - Bosch National Phone - Bosch Tech Support 4. Fill in the remaining fields based on the shift start/end times, as well as the break and lunch times. It is possible to leave the Break and Lunch fields empty. 5. To apply the changes, click "Submit" To Edit a Shift (already exists) 1. Find on the existing shift you'd like to edit and click the Adjust Shift (pencil icon). 2. Fill in the appropriate fields with the edits you'd like to make. 3. Hit Submit to apply the changes. To Delete a Shift (already exists) 1. Find on the existing shift you'd like to edit and click the Delete Shift (trashcan icon). 2. Click Yes to remove shift.

Important Notes This ticket type should only be used to request a Focus Schedule Change. This task technically is the responsibility of the employee's direct supervisor. However, we understand that sometimes you may not be able to make the edit due to Focus system issues or are unsure how to do it correctly. (click here to learn how to edit a Focus Schedule) Examples:  1. Agent's schedule needs to be edited due to being incorrectly plotted. 2. Agent's schedule is missing due to a transfer or perhaps was a late hire on a class and thus is missing a schedule. 3. Agent did overtime and needs the time reflected in Focus. Process 1. Fill in all required fields. In this case, the required fields are: Client / Department: use the 3 letter code that matches the client you are requesting the change for. Skill Type: the type of schedule needed for the employee (Phone, Chat, Email, Back Office, Social Media, Staff). Please note that accounts like Bosch and CollegeBoard have sub-account types. Select accordingly. Employee Focus ID: found in their Focus profile Employee Name: you know this one Start Date: the date you'd like the change to be made effective End Date (optional): the date the activity ended (should match the start date, unless it was a shift that crossed over midnight into the next day) Description: should be used for providing any additional details. In the case your agent's schedule is missing for the entire week, you are OK to specify that in the description field. Good examples of additional details "Gary Brown's schedule is incorrect for 06/22. They should be scheduled for Belk Phone from 9 AM to 5:30 PM." Bad examples of additional details "Alex Johnson's break time is wrong. Please fix." 2. If all necessary details are provided and the discrepancy seems reasonable, WFM will make the appropriate changes in Verint.