Add a time-off request

You can add a time-off request from the time-off requests page, and you can select multiple agents for a request.

1. Click Admin.
2. Under Workforce Management, clickTime-Off Requests.
3. Click Menu > Workforce Management > Scheduling > Time-Off Requests.
4. In the upper right corner, click the Management Unit list and then click a management unit.
5. (Optional) To change the time zone in which you view data, in the upper right corner select the current time zone list.
   Note: By default, the view uses the business unit’s time zone.
6. Click Add. The Add Time-Off Request page opens.
7. To choose the agent or agents for which the time-off request applies, click Select Agents. The Add Agents dialog box opens.
8. In the Available column, do one of the following and then click OK:
   • To select agents from the list of all available agents, click each agent to add to the time-off request.
   • To search for an agent to add to the time-off request, in the search box, begin typing the agent’s name and then click it in the results.
   • To add all available agents to the time-off request, click Add All.
   • To remove an agent from the time-off request, in the Selected column, click the agent to remove.
   • To remove all agents from the time-off request, click Remove All.
9. Click the Activity Code list and choose the activity code to apply to the request.
10. In the Counts as paid time field, indicate whether the time-off request is for paid or unpaid time off. By default, the toggle is set to the value specified in the Activity Code configuration.
11. In the Type field, select whether the request is full day or partial day.
    Note: The Payable Time link on the right corner of the dates section displays the payable time details when you add dates. If the activity code selected for the time-off request is linked to the HRIS integration, the agent’s balance for that activity is displayed for the supervisor in the HRIS integration section. This detail is displayed only for a single agent and dates are selected. If an activity code is not linked to the HRIS system, or multiple agents are added for the time-off requests, or the agent is misconfigured, then the HRIS balance details are not displayed. 
12. In the Dates section, click Add Dates. The Add Dates dialog box appears.
13. Select the applicable dates.
14. In the Length section, enter the length of the time-off request per day in the Hours and Minutes fields.
    Note: The minimum hours and minutes agents can request are based on the limits that the admin set for the selected dates.
15. For partial day requests, in the Start Time and End Time boxes, select the time frame for which the time off begins and ends, per day.
16. Click Add Dates. The dates selected is displayed in the Agents view. For full-day time-off requests, the system displays estimated start and end times based on the agent’s published schedule or work plan.
    • For dates with a published schedule, the system uses the scheduled shift to determine the estimated start and end times.
    • For dates without a published schedule, the system 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. When multiple agents are selected, the system does not display estimated start and end times. The Determine length automatically field appears only for full-day time-off requests and is selected by default. You can clear the field and manually select the dates, and the system calculates the duration based on the values that you enter.
      Note: If a full-day time-off request overlaps an existing partial-day time-off request, or if a partial-day time-off request overlaps an existing full-day time-off request, Genesys Cloud displays an error message and does not process the request.
17. (Optional) Under Notes, optionally add any relevant information about the request.
18. To save the request and return to the Time-Off Requests page, click Save.
19. To save the request and add another request, click Save and Add New.