Feature coming soon: Add agent hire date
Prerequisites
  • Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital or Genesys Cloud EX license

      This article describes the areas of the administrator’s Requests page and how to customize the view.

       Time-off requests view

      Customize the view

      To customize this view, follow these steps:

      1. Click More . 
      2. From the menu, click Show/Hide Columns.
      3. To add all available columns, click Add All.
      4. To remove all columns, click Remove All.
      5. To add individual columns, click the Add next to the column that you want to display.
      6. To arrange the columns, in the Visible Columns list, click and drag the column title to the preferred location.
      7. Click OK.

       Area definitions

      The following table describes the elements of the Requests page. 

      Area Definition
      View by list

      Click the list and choose to view time-off requests by:

      • Day
      • Week
      • Month
      • Agent
      • Pending
      Filter by date or agent Depending on your selection from the View by list, the options listed here changes from date filter or agent filter. Use the calendar button or agent list to narrow your time-off request search by day, week, month, or agent.
      Time-off management toolbar

      Filter the time-off requests that you want to manage and use the toolbar to edit, approve, deny, or add time-off requests.

      Note: Administrators cannot cancel a time-off request. Only an agent can cancel their time-off request. To consider a request canceled, administrators can deny the request.
      Number of time-off requests

      Displays the number of time-off requests for each category:

      • Total requests
      • Pending requests
      • Approved requests
      • Denied requests
      • Canceled requests

      To display the requests for a specific category only, click the category. 
      Agent

      Lists the agents who have pending, approved, denied, or canceled time-off requests.

      Type

      Lists full, partial, or all time-off requests. 
      Start date and end date

      Lists the beginning and ending dates and times for each displayed time-off request.

      Status

      Lists all, pending, approved, denied, or canceled time-off requests. 

      Request Status Definition
      Approved Approved time-off requests Either an administrator or the system approved the request. When an administrator approves, the update is done manually and when system approves, the update is done automatically based on auto-approval rules.
      Denied Denied time-off requests Administrator denied the request manually.
      Pending Pending time-off requests Request is awaiting manual intervention from an administrator.
      Pending - Waitlist window closed Pending time-off requests Request expired because the waitlist window closed.
      Pending - Invalid duration Pending time-off request - invalid duration

      System could not approve the request automatically because the daily duration that the agent requested does not comply with the agent's scheduled hours. If the agent is not scheduled currently, the system checks the duration against the work plan to which the agent is associated. For work plan rotation, the system also chooses the correct work plan according to time-off request dates and assigned rotation.

      Note: If an agent is not currently scheduled to work, and is not associated with a work plan, then the time-off request is not automatically approved. The request remains in Pending status and requires an administrator's manual intervention.
      Pending - Waitlisted Pending time-off request - invalid duration System could not approve the request automatically because it is waiting on limit availability. If availability appears before the waitlist window closes, the system auto-approves the request.
      Pending - Outside shift Pending time-off request - invalid duration System could not approve the request automatically because it is not compatible with any work plan shift. 
      Pending - Removed from waitlist Pending time-off request - invalid duration Request is no longer associated to a waitlist. For example, when an agent moves to another management unit and there is no matching time-off plan set up for auto-approval in another management unit.
      Pending - Insufficient balance Pending time-off request - invalid duration Request is not auto-approved due to insufficient balance in the selected time-off type.
      Canceled Canceled time-off request Request is canceled.
      Activity code name

      Lists the Time Off activity code.
      Hours per day

      Lists the total number of hours per day for each displayed time-off request.
      Total hours

      Lists the total number of hours per time-off request for all displayed time-off requests for the agent.
      Waitlist position

      Agent’s position on the waitlist for pending requests that are waiting for an available opening.
      Selected dates

      Dates that the agent selected to log the time-off request.
      Submitted by

      Name of the person who submitted the time-off request.
      Submitted on

      Date and time that the person submitted the time-off request.
      Reviewed by

      Name of the person who reviewed the time-off request. If this value is “System,” the auto-approval engine approved the time-off request automatically.
      Reviewed on

      Date and time that the person reviewed the time-off request.
      Notes

      Notes that the admin included regarding the time-off request.
      Hire Date

      Displays the agent’s hiring date. You can view this field only when you add this column manually from the Show/Hide Columns page.
      Sync Status

      Displays the sync status to the external HR system for the agents’ time-off request. This column displays one of the following statuses:

      • Empty, when the time-off plan is:
        • Configured with a manual approval process. The status displays as blank/empty until the request is manually approved. 
        • Not configured with any integration details.
      • Synced automatically, when a time-off request is automatically approved by the system or approved by a supervisor or when a previously approved time-off request is canceled or denied.
      • Failed, when a time-off request fails to sync.
      • In progress, when a time-off request is in the process of syncing and is not complete. 
      • Synced manually, when the supervisor manually adjusts the agent’s balance in the HR system due to a failed sync and then resolves the sync error directly in the time-off request.
      Is Paid

      Lists all, paid only, or unpaid only time-off requests.

      Customize the view

      The following options are available for customizing the view.

      Sort the view

      To sort time-off limits in ascending or descending order by a specific column, click the column heading. An arrow to the left of a column heading indicates that the view is sorted by that column.

      Filter the view

      To view time-off limits that match specific criteria only: 

      1. Click the arrow next to the column heading by which to filter the view.
      2. Click the operator icon and then click the operator to use.
      3. In the filter box, type the value to use to filter the view. If you are filtering on a date column, you can click the date in the calendar.

      Change column placement

      To switch places between two columns:

      1. Click the arrows next to the column heading where you want another column to appear.
      2. Click Change Column and then click the name of the column to move to the current position. The columns switch places in the view. 

      Hide a column

      To hide a column from the view, click the arrow next to the column heading and then click Hide Column. 

      Unhide a column

      To unhide a column:

      1. Click the three dots in the column header row and then click Show/Hide Columns. 
      2. In the Show/Hide Columns dialog box: 
        • To add all columns in the Available Columns list to the Visible Columns list, click Add All. 
        • To remove all columns in the Visible Columns list to the Available Columns list, click Remove All. 
        • To move an individual column from one list to the other, click the column name. 

      Reset view

      To reset the view to its default state, click the three dots in the column header row and then click Reset Defaults.

      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.

      Note: Agents create and update time-off requests in their local time zone. Even though agents can see time-off requests in their time zone, the limits still divide the days according to the management unit’s time zone. It also affects the Limits view in Genesys Tempo™.