What is a schedule exception?
A schedule exception is any activity that is not planned in an employee’s work schedule, such as meetings, training sessions, unplanned breaks, or absences.
The goal of developing a defined procedure for managing schedule exceptions is to guarantee that staffing meets the needs with the least amount of management effort.
Types of schedule exceptions in the workforce management
Here are the five different types of schedule exceptions in the workforce management system that must be classified, as listed by the Society of Workforce Planning Professionals.
Pre-planned exceptions are expected engagements and are included in the short-term schedule process. These include team meetings, coaching sessions, and vacation leaves.
It is important that the workforce management scheduler is aware of these exceptions before a schedule is implemented.
Unplanned management exceptions pre-approved
These exceptions are not planned before the schedule implementation but are under the authority of the agent’s team leader.
These cover any changes made to the pre-planned exceptions after the schedule has been implemented.
Unplanned management exceptions not pre-approved
These are the schedules that have not been planned and agreed upon with the workforce management team.
This includes team meetings that last longer than expected, unscheduled coaching sessions, and any management choices that result in schedule adjustments.
Unplanned agent exceptions
These schedule exceptions are circumstances beyond the control of the agent or management, such as sick leave, technical downtime, or other emergencies.
While these are not included as indicators of the management’s or the agent’s performance, they may still be evaluated for chances of improvement.
Adherence-affecting exceptions are variations not planned and impact staffing. These count against the agent’s adherence measurement.
Examples of these exceptions are arriving early or late for shifts and failing to enter the appropriate skills as the schedule requires.