Prerequisites

The following permissions:

  • Workforce Management > Time Off Requests > Add, Delete, Edit, Notify, and View
  • Workforce Management > Agent Time Off Requests > Submit 

Agents with appropriate permissions can manage their own time-off requests from Performance > Workspace > Overview > Agent tab > Schedule. 

Note: Agents can only use activity codes mapped to a Time Off activity category when requesting time off. For more information about managing activity codes, see Configure activity codes.

Administrators with appropriate permission can add, approve, edit, and deny time-off requests by clicking Admin and under Workforce Management, selecting Time-Off Requests. If the time-off request passes all time-off plan and limit conditions, the auto-approval engine places the time-off request in an approved state. If the time-off request does not pass all time-off plan and limit conditions, the auto-approval engine places the time-off request in a pending state.

Administrators can approve or deny pending time-off requests. The notify permission allows you to receive notifications when an agent’s time-off request was not auto-approved. 

Limits per agent

For each agent, the system retains and shows a maximum of the last:

  • 50 pending requests
  • 150 approved requests
  • 30 denied requests
  • 20 cancelled requests

View from a different time zone

By default, this view uses the business unit’s time zone. Users with administrator permissions can change the displayed time zone by selecting from the list in the upper right corner of the view. This option is helpful for administrators who access the view from a different time zone.

Task Description
Navigate the time-off requests page View options available on the time-off requests page.
Add a time-off request Add a time-off request for one or more agents.
Edit a time-off request Edit a time-off request for one or more agents.
Approve a time-off request Approve pending or previously denied time-off requests.
Deny a time-off request Deny pending or previously approved time-off requests.
Filter and sort time-off requests Filter and sort time-off requests.
Add a full day off to an agent in the schedule Within a published or unpublished schedule, create a full day of time-off for an agent or agents.
Synchronize time-off requests Review time-off differences and apply a default fix for each difference
Note: Any time-off request notes edits to already synchronized time-off requests are not picked up automatically. Administrators have to run a re-schedule in order to synchronize the latest notes changes to the time-off request activity on the schedule editor.