Icon | Description | Auxiliary | Activity | Paid/ Not Paid | |
| 1 on 1 /: coaching sessions | Unavailable 1 on 1/ huddle | 1 on 1 with your Supervisor or manager for feedback | Paid | |
| Huddle: Team huddle | Unavailable 1 on 1/ huddle | All Team member in huddle with Sup or Manager | Paid | |
| ACD: Agent is active on an inbound call | Open / Active | Inbound calls | Paid | |
| Bereavement: Permission to provide time off to grieve the loss of a loved one | Inactive / Log out | Time Off due to a lost in the family | Paid | |
| CR PTO: Planned time off for Costa Rica | Inactive / Log out | CR Vacations | Paid | |
| *CS Support: Agents from a different department doing OT for CS | Open / Active | Inbound calls | Paid | |
| Floating Holiday: A paid day off from work, given as a substitute for a public holiday and typically taken on a day chosen by the employee. | Inactive / Log out | Applies only for SLC | Paid | |
| Floor support: Agents provide support to their peers answering questions in regards the product | Unavailable / Floor support | Helping Nesting agents | Paid | |
| FMLA: Family and Medical Leave (Only SLC). HR will be in charge of notifying RM when this needs to be coded. | Inactive / Log out | Family Emergency | Paid | |
| Holiday: A day of festivity or recreation when no work is done. | Inactive / Log out | Thanksgiving, Christmas | Paid | |
| Internship: Trainee who works in an organization, sometimes without pay, in order to gain work experience or satisfy requirements for a qualification. | Inactive / Log out | Special Taks assign for specific group: | Paid | |
| Interview: Agent applying for a different position | Unavailable / meeting | Interview Test / Interviews with HR and Mager for the new position | Paid | |
| Jury: Sworn to give a verdict in a legal case | Inactive / Log out | Cour or legal appointment | Paid | |
| Late: Agent is coming in late to work or from lunch | Inactive / Log out | Agent Logging late | Not Paid | |
| LOA: Leave of absence (Only SLC) | Inactive / Log out | Unschedule for a period of time | Paid | |
| Lunch: Use during the lunch time scheduled in IEX | Unavailable / lunch | Lunch | Not Paid | |
| Manual OB call: When agents need to do a follow up with a customer/merchant (RTA’s don’t code this on agent’s schedules) | Active | Calling back a Customer, or Calling Resolution Specialist Queue | Paid | |
| Meeting: Mainly use for focus groups, HR meetings… | Unavailable / meeting | Fucus Groups, Town Halls, Round Tables | Paid | |
| NCNS: No call no show, agent shows logged out in IEX | Inactive / Log out | Agent Absent | Not Paid | |
| Offsite Support: Travelling to other sites | Inactive / Log out | Agent trevaling to other sites within Snap | Paid | |
| *Military: Military leave approved by HR | Inactive / Log out | Active Duty for the Armed Forces | Paid | |
| Open: Agent waiting for a call | Active | Waiting for a Call | Paid | |
| OT: Overtime | Active | Overtime with more then 15 + minutes | Paid | |
| OT unavailable: Overtime unavailable | Inactive / Log out | RS CS Back Office ??? | Paid | |
| PEA: Paid excused absence | Inactive / Log out | HR approval time off | Paid | |
| Party/Award: Engagement activities such as pizza party, Snap award… | Unavailable Pizza/Award | Shopkeeper, Snap Award, Party | Paid | |
| Project: Special project for agents specially for CSR/MSR II | Unavailable Project | Special Project | Paid | |
| Shadowing: Side by Side coaching | Open / Active | Side by Side for agents in training to watch an senor agent handle a call | Paid | |
| Shift Trade: Swap between agents for days off/ shift | Active or Inactive | Swap between agents for days off/ shift | Paid | |
| Sick: Sick leave or doctor’s appointment | Inactive / Log out | Medical Leave | Paid | |
| SLC PTO: Planned time off for Salt Lake | Inactive / Log out | SLC Vacations | Paid | |
| Tech issues: Agent having issue with InContact or their computer | Unavailable Tech Issue | Snap Tech Issue | Paid | |
| Training Classroom: Training deliver by training department | Unavailable Training - Classroom | Training with a physical Trainer | Paid | |
| Training Compliance: When there is a deadline to complete an important training | Unavailable Training - Compliance | BAI Training | Paid | |
| Training Online: Training such as Reg u | Unavailable Training - Online | Litmos / Elearning | Paid | |
| Unavailable: Agent just logged in | Unavailable | Agent not been ready to take calls | Paid | |
| UTO: Unplanned Time Off, agent call out SLC HR | Inactive / Log out | Time Off approved by HR | Not Paid | |
| VTO Paid: Voluntarie Time Off Paid | Inactive / Log out | This use from the agent PTO Balance Remaining SLC & CR | Paid | |
| VTO Unpaid: Voluntarie Time off Unpaid | Inactive / Log out | Time Off Unpaid | Not Paid | |
| Weather/Disaster: Unexpected weather condition/ heavy snow | Inactive / Log out | Heavy Snow Day, Tornado, Hurricane, Earthquakes | Paid | |
| Lunch: Agent’s lunch time | Unavailable / Lunch | Lunch | Not Paid | |
| Fix Lunch: When agents have a medical condition, we set lunch time at a specific time in their schedules | Unavailable / lunch | Special Lunch | Not Paid | |
| Break: Use during the break time scheduled in IEX | Unavailable / break | Break Time | Paid | |
| Fix Break: When agents have a medical condition, we set breaks at a specific time in their schedules | Unavailable / break | Special Break | Paid | |
| OT break: This is coded when the agent is doing OT to take their corresponding break time | Unavailable / break | Break for Overtive | Paid | |
| People_Culture: Activities like the annual review | Unavailable / people&culture | HR activity, Performance Review | Paid | |
| Personal Day: For CR only, when agents are taking a day of as a personal day | Inactive / Log out | company grants the employee as an additional benefit as day off CR Only | Paid | |
| Marriage Leave: It is a formal document written by a person who needs to take some days off for getting married | Inactive / Log out | When an Agent is requesting time off due to getting married | Paid | |
| Loans Support: Agents from a different LOB taking Loan calls | Open | Agent given Support to SSL | Paid | |
| ADA: Americans with Disabilities | Inactive / Log out | SLC HR Approval for a medical dignose? | Paid | |
| Parental Leave: It is to care for or make arrangements for the welfare of a child or dependent family member. | Inactive / Log out | Time off for a period of time | Paid | |
| DR PTO: Planned time off for DR | Inactive / Log out | DR Vacations | Paid | |
| Chat: Agent waiting for a Chat | Open / Active | Use for Written Teams | Paid | |
| Emails: Agent waiting for an Email | Open / Active | Use for Written Teams | Paid | |
| UUA: Unplanned Unexcuse Absent | Open / Active | Agent Absent | Not Paid | |
| Nesting: New hire agents on the phones taking calls | Open / Active | New hired agents in live calls training | Paid | |
| Make Up Time: Agent make up time | Open / Active | Coll Only agents will use this to make up any time they missed due to tech issues | Paid | |
| Off-In-Lieu: Is used in Collections to assign agents to have a day off during the week then to cover for one Saturday of the month. | Open | A collections agent will have a day off during the week exchange for a working day on a Saturday | Not Paid | |
| Mental Health Day or Bogo: An additional day off given the company . | Inactive / Log out | Use for the Company to grant an extra day off to the employees (Base on Company desicion) | Paid | |
| DR Tech Issue (ISP-Power): Technical Issue for DR Only | Inactive / Log out | When an Agent is a having Tech issues due to Internet provider or Power Outage when they work from home | Paid | |
| DR OT: DR Overtime on a Day off | Open / Active | Use for DR Agents when they work OT on a day off | Paid | |
| Incentive: Engagement Activities, such as for Shopkeeper Awards Lunch | Active / Log out | Awards Ceremonies | Paid | |
| Payroll Recognition: Ensure an agent gets paid for the current paid period | Active / Log out | Ensure an agent gets paid for an interval not reflected of their log in or log out Ensure an agent gets paid for an interval not reflected of their log in or log out Time Card | Paid | |
| DR Tech Issue (on site) PD | Inactive / Log out | Tech issues with DR Hardware on site | Paid | |
| Overtime (Approved by the Supervisor) | Open / Active | Supervisors will use this code when an agent got stock after their shif ends (14 mins or less) only | Paid | |
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