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Verint User Guide

Verint is a Workforce software that logs all the work activities that you perform on a day-to-day basis.

Note: As Verint is updated we will continue to change this FAQ to provide the most accurate and up-to-date information, but it may contain information not applicable to Patterson employees. We appreciate your patience.

Click the + or the header to expand the section.

Using your preferred internet browser, click on the PattCall dropdown | select Verint WFM | the system will automatically log you in

*Note: If the system does not automatically log you in, contact the Service Desk by phone 800-544-1051, servicedesk@pattersoncompanies.com or Service Now Portal .

• From the top tool bar, under My Requests| click My Time Off Calendar
• At the bottom right, click Create New Request
• Choose Time Off Type (PTO or Unpaid Time Off ONLY)
• Leave the Time OffHours as default (Use my time off hours to schedule my absence)
• Add a brief Comment (i.e. Dr. Appt, funeral, family vacation
• Click Date Range icon | Select Date Range | Click Set
  • If dates requested are over a weekend or a paid holiday, please enter 2 separate requests by clicking Add.
• Click Save to submit your request

Anytime a request is denied, an automated email will be sent to you. To go directly to the request, c lick on Link to Request | to view the details of the denial, click on the Spyglass

*Note: Some requests are automatically denied initially, BUT are still sent to the WFM team for review.

*DO NOT CALL IN if your request was denied for an appointment. Please work with your direct supervisor as soon you are aware of the appointment to work out a resolution.

The most common reasons a request is denied:

• Validation for time off request for agent ( ) requested range: 08/07/2012 12:00 AM to 08/08/2012 12:00 AM failed because the organization ( ) does not have enough available hours on 08/07/2012 12:00 AM.
  • This alert means that the team you are on has too many people/hours already scheduled off for this date.
• Validation for time off request for agent ( ) starting on 08/07/2012 12:00 AM fails because the agent does not have enough available hours. The agent asks for ( ) hours but the agent has only 0.00 allotted hours on 08/07/2012 12:00 AM.
  • This alert could happen because the employee is out of Floating Holiday time and would need to use PTO instead (or vice versa).
• Automatically denied. Validation for time off request for agent ( ) during requested range: 10/07/2012 10:00 AM to 10/07/2012 1:00 PM failed because of filing rules set for the organization.
  • See PTC Attendance Policy - FAQ 12468.
• Automatically denied. Validation for time off request for agent ( ) during requested range: 01/02/2013 8:00 AM to 01/02/2013 5:00 PM failed because the organization ( ) has identified one or more of the requested days as blackout days.

From the top tool bar, under My Requests | click My Time Off Calendar | choose Month & Year

*Note: If a day on the Time Off Calendar is showing green, it may not mean that the entire day is available. It’s very important to look at the hours available to determine if your request will be automatically approved or not.

• Hours pending: the total number of hours that have been requested off but not yet approved.

• Scheduled time off: the total number of hours that are approved to be scheduled off.