For more information about time-off requests, see Time-off requests pane.

• If you move to another management unit, any approved time-off requests go with you. Your requests decrease the time-off limit at the new management unit and increase it at the old one.
• If you leave the management unit (for example, your employment ends), Genesys Cloud removes your approved time-off requests automatically. The paid hours of your time-off requests increase the available time-off limit for that management unit.

For more information about time-off limits, see Work with time-off limits.

To view and work with your time-off requests, perform the following steps:

1. Access your schedule by doing one of the following:
   • From the agent activity view, click the Schedule tab.
   • From the agent dashboard, click Performance > Workspace > My Performance. Then, click the Schedule tab.
   • From the agent dashboard: 
     1. Click Menu > Analytics > Analytics Workspace.
     2. In the Default section, search for My Performance and then click the view name to open it.
     3. Click the Schedule tab.
2. If you open your schedule from Activity > Schedule tab, to see the most current data, click Refresh. This view does not update automatically. 
3. If you open your schedule from Menu > Activity > Schedule tab, to see the most current data, click Refresh . This view does not update automatically. 
4. To submit a full-day time-off request, leave the Full Day option enabled. Genesys Cloud automatically estimates the start and end times of the request and calculates the payable hours for each day.
   • For dates with a published schedule, Genesys Cloud uses the scheduled shift to determine the estimated start and end times.
   • For dates without a published schedule, Genesys Cloud uses the earliest possible shift start time and latest possible shift end time from the agent’s work plan.
   • If the estimated shift spans midnight, the request can span multiple dates.

After you submit the request, Genesys Cloud displays the estimated start and end times. You cannot edit these values.

The My Time-Off dialog box displays information about the status of your time-off request. For example, you can see your position in the waitlist and the pending progress. Changes to time-off requests could affect your position on the waitlist. We recommend that you check it occasionally.

The pending status icons next to your request indicate the progress of the request:

• Pending (?): A limit or time-off plan is not set up; the request is waiting on admin approval.
• Pending (!): A time-off plan is set up but the request violates one or more auto-approval rules.
• Pending (clock): A time-off plan is set up and the request is valid and waiting for the waitlist to clear before it is auto-approved.

To see a summary of your time-off requests:

1. From your schedule view, open the Time Off Requests pane.
2. To see more details about a request, click Open .
3. To view a complete list of past requests, click Time-Off History .
4. To view details about a past request, click Open next to the request you want to view.
5. To return to the summary list, click Back.

When you select dates for the time-off request, your estimated wait list position appears at the bottom of the pane.

 To submit a time-off request, perform these steps:

1. From your schedule view, open the Time Off Requests pane.
2. Click New Request. 
3. Click the Type list and choose the appropriate type of time-off.
4. To submit a full-day time-off request, leave the Full Day option enabled. Genesys Cloud automatically calculates the payable hours for each day. The hours are calculated for the selected dates with a published schedule based on the schedule. For dates without a published schedule, Genesys Cloud uses the agent’s work plan.
5. To submit a partial day time-off request, do the following: 
   1. Click to disable the Full Day option.
   2. In the Hours per day box, adjust the daily time-off.
   3. In the Start Time and End Time boxes, select when you want the time-off to start and end.
6. (Optional) Under Notes, enter any details about the reason for the request.
7. Click the appropriate beginning and ending dates, then click Submit. 
8. Click Save.

You can cancel a time-off request when the request is: 

• Pending
• Approved but scheduled for a future date
• Denied

To cancel an eligible request:

1. From your schedule view, open the Time-Off Requests pane.
2. Select the time-off request that you want to cancel. 
3. From the time-off configuration pane, select Cancel Request.
4. To confirm the cancellation, click Yes, Cancel.

Only the agent who made the request can cancel the time-off request. When a previously approved time-off request syncs with the HR system and then is canceled at any point, the cancellation automatically syncs back to the HR system and re-adds the hours to the agent’s time-off balance. If the cancellation does not sync with the HR system, then the agent can view this detail as well as a message that mentions the failed time-off request sync and to contact supervisor for more support in the Time-off History view.

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

• The request has not been approved yet.
• 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 your schedule view, open the Time-Off Requests pane.
2. Select the time-off request that you want to edit. 
3. Modify the note and then click Save.