Now that I'm taking extra consideration for Adherence and adding exceptions when applicable… I have found that it is a bit time consuming or manual work for us when identifying the time and adding. Or making sure no ping /request is missed.i.e.

1. Users ping us saying they having tech issues
2. Once tech issues are resolved I open Agyle - Work summary
3. I look for the out of adherence period in red that matches the time reported by advocate
4. I double click on it and I add exception

As users can see their own work summary and out of adherence periods in red, in My profile > Work Summary, I think the ideal scenario would be if they could double click on the red out of adherence period and "request an exception". Then, the TL, Mgr or WFM could approve accordingly, like with Leave requests.

• This would help in promoting individual Adherence accountability to users, for them to regularly monitor their own Adherence
• and this would also help us: if the TL/mgr/WFM is ooo, then another TL/mgr/WFM approves/rejects.