Agent time off requests


Prerequisites
  • To view schedules:  Workforce ManagementAgent ScheduleView permission
  • To submit time off:  Workforce Management > Agent Time Off Request > Submit permission

Agents can request time off from their schedule in the Time Off Requests pane in the My Schedule view. The Time Off Request feature enables you to:

  • Submit a time off request
  • View your approved and pending time off requests
  • Cancel eligible time off requests

You cannot edit a time off request after it has been created. You can, however, cancel the request and create a new one as long as the original request meets one of the following criteria:

  • The request has not yet been approved
  • The request is approved but scheduled for a future date
  • The request has been denied

Only an agent can cancel his or her time off requests.

If your full or partial day time off requests overlaps with another full or partial day time off requests, the system returns an error message and will not process the current request.

  • If your partial time off request spans multiple days, the same times will be used every day. 
  • If you submit a full day time off request, you must enter the daily length in hours and minutes

For more information, see Time off requests pane.

Note: Agents can view their workforce management schedules and submit or view time-off requests from an Android device. This feature does not include push notifications. A future release will include availability for iOS, as well as push notifications across both platforms. To download the mobile application, Genesys Tempo™, see Mobile apps for workforce management schedules.

For more information about managing schedules, time-off requests, and settings in a mobile app, see:

To see a summary of your time off requests:

  1. From the My Schedule view, click Time Off Requests . The pane displays pending requests, time off scheduled for the current week, and upcoming requests.
  2. To see more details about a request, click the request.
  3. To view a list of all approved, denied, and pending requests, click View All Requests at the bottom of the pane. 
  4. To return to the summary list, click View Request Summary.

  1. Click Add Time Off Request 
  2. From the Type of Time Off list, select the appropriate type of time off.
  3. To select dates for your time off, click the date range icon.
  4. Click the appropriate beginning and ending dates, then click Submit 
  5. If you want to submit a full day time off request, do the following:
    1. Leave the Full Day check box selected.
    2. In the Daily Length area, use the Hours and Minutes up and down arrows to adjust the daily time off.
  6. If want to submit a partial day time off request, do the following: 
    1. Click to clear the Full Day check box.
    2. In the Length area, click the Hours and Minutes up and down arrows to adjust the length of the time off. If your partial time off request spans multiple days, Genesys Cloud uses the same times for every day of the request.
    3. In the Start Time boxes, click the up and down arrows to select when you want the time off to start. Genesys Cloud automatically calculates the end time based on the length you selected.
  7. (Optional) Under Notes, enter any details about the reason for the request.
  8. Click Save.

Note: If your full or partial day time off requests overlaps with another full or partial day time off requests, Genesys Cloud displays an error message and does not process the current request.

You can cancel a time off request if: 

  • The request is pending.
  • The request is approved but scheduled for a future date.
  • If the request was denied.

To cancel an eligible request:

  1. From the My Schedule view, click Time Off Requests .
  2. Select the time off request you want to cancel. 
  3. From the time off configuration pane, select Cancel Request.

Note: Only the agent who made the request can cancel the time off request.

You can edit only the notes of pending time off requests after you create it. You cannot edit the type, dates, or duration. You can, however, cancel the request and create a new one as long as the original request meets one of the following criteria:

  • The request has not yet been approved.
  • The request is approved but scheduled for a future date.
  • The request has been denied.

To edit the notes section of pending requests:

  1. From the My Schedule view, click Time Off Requests 
  2. Select the time off request you want to edit. 
  3. Make changes to Notes
  4. Click Save