Agent time off requests


Note: This article is about the classic version of performance views for agents. For more information about the new view, see My Performance views. Genesys plans to remove the classic view on April 30, 2019. For more information about the removal, see Deprecation, Agent dashboard.
Prerequisite
  • Workforce Management > Agent Time Off Request > Submit  permission

Agents can request time off from their schedule, located in the agent dashboard. 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 About the time off requests pane and About the time off requests create and edit pane.



  1. Select Performance > Overview.
  2. Click the Agent tab.
  3. Select the Schedule tab, located below the agent dashboard statistics.
  4. Click the Time Off button. The Time Off Requests pane appears.


Note: When you select time off dates, click to select or deselect a date, and use Shift+Click to select multiple dates..

  1. Click the Add Time Off Request button. The time off pane changes to offer configuration options.
  2. Click the Type of Time Off list and select the appropriate type of time off.
  3. If you are submitting a full day time off request, do the following:
    1. Leave the Full or Partial Day toggle at Full.
    2. Click the calendar button and select the day or days you want to request  for time off.
    3. In the Daily Length area, use the Hours and Minutes up and down arrows to adjust the daily time off.
  4. If the request is a partial day, do the following: 
    1. Click to change the Full or Partial Day toggle to Partial.
    2. Click the calendar button and select the day or days you want to request for time off.
    3. In the Start and End boxes, enter the daily time off start and end times.
  5. Under Notes, optionally enter any details about the reason for the request.
  6. Click Save.


In the Time Off Requests pane, a summary of your time off requests appears by default. This list includes pending requests, time off scheduled for the current week, and upcoming requests. To view approved, denied, and pending requests, click the View All Requests link. Click the View Request Summary link to return to the time off summary view.

  1. Select Performance > Overview.
  2. Click the Agent tab.
  3. Select the Schedule tab, located below the agent dashboard statistics.
  4. Click the Time Off button. The Time Off Requests pane displays a summary of time off requests.
  5. To view a list of all requests submitted, click View All Requests at the bottom of the pane.
  6. To return to the list of pending requests, time off requests for the current week, and upcoming scheduled time off, click View Request Summary.


You can cancel a time off request if it: 

  • Has not yet been approved
  • Is approved but scheduled for a future date
  • Was denied

To cancel an eligible request:

  1. Select Performance > Overview.
  2. Click the Agent tab.
  3. Select the Schedule tab, located below the agent dashboard statistics.
  4. Click the Time Off button. The Time Off Requests pane appears.
  5. Select the time off request to cancel. The time off configuration pane opens.
  6. Select Cancel Request.