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Exception rules

/settings/exception-rules

Auto-exception rules define how the system pre-populates intraday adherence exceptions for known reason codes — e.g., "Training overrun" gets logged automatically when an agent is in TRAINING state past the scheduled end.

What the table shows​

Per row: reason code (System Issue, Training Overrun, etc.), description, default duration, enabled toggle.

Default vs. custom rules​

The default catalogue ships with FrontLine and is immutable — you can enable or disable individual defaults but not edit their reason code or auto-detection logic. Custom rules can be added for tenant-specific reason codes.

Where these surface​

Auto-exceptions populate the Adherence → Exceptions queue. A supervisor still has to approve or reject each one; the rules just save manual data-entry by capturing the metadata up-front.