Overrides are calculated automatically based on criteria set up on the Overrides tab of the agent's profile. However, there may be instances where an override is either waived or does not apply to a specific transaction that would normally meet the override criteria.
In these cases, the override amount can be manually edited to a custom amount or set to $0 to indicate a waived override. (For now, there is no option to delete an override in darwin Cloud.)
To remove an override for a specific transaction only:
- Go to Properties menu
- Go to Post submenu
- Ensure that the checkbox under unlock column is checked off
- Double-click on the amount and change it to $0.00 then tab out
- Click save
Note: Doing these steps will remove the override for this transaction only and not for the other transactions listed under the agent who has an override set up in darwin Cloud. Overrides that have been manually set to $0.00 will NOT be counted toward override limits.
