6.5 Time-Off Requests.md

# Managing Time-Off Requests in Genesys Cloud Administrators in Genesys Cloud can efficiently manage time-off requests, leveraging both manual oversight and automated processes. This ensures flexibility while maintaining operational requirements. --- ## #TimeOffRequestsOverview ### **Key Capabil...

# Managing Time-Off Requests in Genesys Cloud Administrators in Genesys Cloud can efficiently manage time-off requests, leveraging both manual oversight and automated processes. This ensures flexibility while maintaining operational requirements. --- ## #TimeOffRequestsOverview ### **Key Capabilities** 1. **Manage Requests**: Add, approve, edit, deny, or cancel time-off requests. 2. **Auto-Approval Workflow**: Requests are auto-approved if they meet the conditions defined in time-off plans and limits. 3. **Admin Notifications**: Administrators are alerted for requests requiring manual intervention. ### **Pending Statuses Explained** Pending requests may fall into various categories: - **Pending**: Awaiting manual review. - **Pending Waitlisted**: No auto-approval rule configured; request is waitlisted. - **Pending - Invalid Duration**: Requested duration doesn’t align with the agent’s schedule. - **Pending - Waitlist Window Closed**: Request expired as the waitlist window closed. - **Pending - Outside Shift**: Request doesn’t match the agent’s shift plan. ### **Permissions Required** - **Workforce Management > Time-Off Request > Notify**: To receive alerts for manual interventions. --- ## #NavigatingTimeOffRequestsPage ### **Header Summary** View the number of requests by category: **Total**, **Pending**, **Approved**, **Denied**, and **Canceled**. Click a category to view detailed requests. ### **Key Columns** - **Agent**: Lists the agent requesting time off. - **Type**: Indicates full-day or partial-day requests. - **Start and End Date**: Time period of the request. - **Status**: Shows whether the request is: - Approved (manually or automatically). - Pending (various substatuses). - Denied or canceled. - **Waitlisted Position**: Displays the agent's position on the waitlist. - **Activity Code Name**: Indicates the associated Time-Off activity code. - **Hours Per Day**: Total daily hours for the request. - **Is Paid**: Shows if the request is for paid leave. ### **Customization Options** - **Filters**: By day, week, month, agent, status, and more. - **Sorting**: Sort by agent, date, status, hours per day, or payment status. - **Column Management**: Move, hide, or reset columns to default. --- ## #ManagingTimeOffRequests ### **Filtering and Viewing** - Filter by **day**, **week**, or **month** for detailed views. - Sort by agent name, request type, status, or date. ### **Adding a Full Day Off** Administrators can directly add a day off for agents: 1. **Access the Schedule**: Open the agent’s schedule. 2. **Add Full Day Off**: Click the Add Full Day Off icon. 3. **Set Details**: Select the **Activity Code**, date, and duration. 4. **Paid Time Option**: Enable **Counts as Paid Time** if applicable. ### **Custom Time Zones** Requests default to the **business unit's time zone**, but administrators can adjust this view to align with agent-specific needs. --- ## #BestPracticesForTimeOffManagement 1. **Leverage Auto-Approval**: Configure time-off plans and limits to minimize manual interventions. 2. **Monitor Pending Requests**: Address waitlisted or invalid requests promptly to maintain operational balance. 3. **Use Filters for Insights**: Focus on specific agents or timeframes for better management. 4. **Customize Views**: Tailor the Time-Off Requests page for efficient navigation. --- ### **Next Steps** With a robust understanding of the Time-Off Requests page, administrators can seamlessly manage agent absences. Explore **Activity Code Management** to further refine the time-off request process.