Deferrals and manager approval

A deferral is a request to move a callback later than its scheduled time. Small moves inside the SLA window are yours to make. A move that would push the callback past the window is routed to a manager for approval instead of quietly slipping. The approval, or the refusal, is written to the ledger.

When approval is needed

The location configuration sets the window, for example “deferral past 5:00 PM needs a manager”. The Follow-up & retry control card shows the rule under SLA risk: “Deferral past 5:00 PM is routed to a manager” with a “Needs approval” chip.

Steps for agents

1. Open the callback and go to the Follow-up & retry control card.
2. Choose the new time. If it stays inside the window, click Keep schedule to save it.
3. If the card shows “Needs approval”, click Defer → manager. Add the reason if prompted.
4. The callback keeps its current time until a manager acts. You still own it.
5. You receive an alert when the deferral is approved or declined. Approved deferrals update the not-before time automatically.

What you’ll see

• The callback row shows “SLA at risk” while the deferral waits.
• On the manager desk, “Deferrals awaiting approval” increases by one, and a “SLA-risk deferral needs approval” alert is sent according to the notification policy.
• In the ledger, the request and the decision appear as separate events with the actor’s name and location.

If something looks wrong

• The approval is taking too long. The request sits in the manager’s recovery inbox until acknowledged. Mention it in your team channel; the alert already names the location and time, not the contact.
• You need to defer twice. Each deferral is its own request. A second move past the window needs a second approval.
• You want to cancel the deferral. Click Keep schedule on the original time. The pending request is withdrawn and logged.

Related

• Approving an SLA-risk deferral
• Scheduling a callback in local time
• Reading the audit ledger