Important Note: Time Registration
We're commonly asked why time has not been approved in time registration, and the answer is that we were just not aware of it. It's important as an agent that you track your time and agree with your Team Leader/Supervisor what time you need to add back.
Team Leaders/Supervisors have a time register (called the HRM) where we note any times agents have worked on any tasks that are not counted automatically in Nebu, such as coachings, briefings, technical issues re-logging, etc. This is how we approve/decline your time registration declarations that you send to us once a day. If the time you ask for is not on our register (HRM), we may decline your request to add that time.
To avoid this, make sure you always confirm any time you have spent NOT logged into Nebu (excluding break time) to the supervisor who is helping you/giving you a task. This is really important when using the ticketing portal.
When communicating with us in the ticketing portal, you should always notify us right away on your ticket if you need to request time to add back in time registration.
If you need to report no sample, remain logged in while writing your ticket, and keep clicking "try again" until you have a solution from someone on your ticket.