About the Time Off Management page

The Time Off Management page allows managers to approve or deny time off requests submitted by agents. Managers can reopen requests as needed, as well as check which agents have time off and when.

This article contains the following sections:

• Accessing the Time Off Management page
• Managing all time off requests
• Viewing an agent's time off
• Creating time off auto approval rules (EAP)

Related articles:

• Time off reasons

Accessing the Time Off Management page

To access the Time Off Management page

• Hover over the schedule icon, then select Time Off Management.
  

The Time Off Management page opens where you can view all time off requests, view a specific agent's time off request, and set rules for automatically approving time off.

Note: Approved time off is visible 30 days before the time off date. For example, if you schedule time off for an agent on June 25th, then their time off will be visible starting May 25th.

Managing all time off requests

The requests page contains all the time off requests in your account. It has two tabs, Pending and Closed.

For agents that belong to multiple teams, only the manager of the first team they're assigned to receive email notifications about time off requests and can approve them. If your account doesn't have teams set up, then any admin can access and approve time off requests.

About pending time off requests

From the Pending tab, you can view requests that need to be approved or denied. This tab includes the following columns:

• Requester: Name of the agent requesting the time off
• Time off reason: The reason why the agent is taking time off (which can also contain a message from the agent or an internal note from another manager)
• Shift: The shift the time off request belongs to (for now it's not possible to request time off for days when shifts are not generated)
• Time off period: The hours of the day for the time off and the number of hours taken
• Date requested: The day the request was made and with how many days in advance
• Action: Approve or deny the request immediately. You can also respond with a comment which allows you to send a message to the agent or leave an internal note to other managers

Approving or denying a pending time off request

To approve or deny a time off request

1. Hover over the schedule icon, then select Time Off Management.
   The Pending tab opens by default.
2. Hover the request you want to approve or deny, then click the options menu in the Action column.
3. Approve, deny, or respond with a comment. After you approve or deny the request, it's moved to the Closed tab.
   

About closed time off requests

The Closed tab displays requests that were already approved or denied. This tab contains the same columns as the Pending tab, except it includes a Status column instead of an Action column.

The Status column displays whether a request was approved or denied and who performed the action.

Reopening closed time off requests

You can reopen a closed request as needed.

To reopen a closed time off request

1. Hover over the schedule icon, then select Time Off Management.
2. Click the Closed tab.
3. Hover the request you want to reopen, then click the options menu in the Status column.
4. Select one of the following options:
   • Reopen: moves the request back to the Pending tab
   • Approve/Deny: approves or denies the request, depending on the current status
   • Reopen and respond with comment: opens a window where you can send a message to the agent or leave an internal note
     

Viewing an agent's time off

The left sidebar of the Time Off Management page displays your teams and agents. You can view a specific agent's pending and closed time off requests. 

To view a specific agent's time off

1. Hover over the schedule icon, then select Time Off Management.
   The Pending tab opens by default.
2. In the left sidebar, enter an agent's name or email address.
3. Click the agent's name to view their time off requests.
   
   Note: You can also view a specific team's requests by clicking a team's name in the sidebar.

Creating time off auto approval rules (EAP)

You can create rules that automatically approve your agents' time off requests. For an agent's time off request to be automatically approved, it must meet all the criteria you define in your rules. 

Creating rules to automatically approve agents' time off requests helps you save time by not having to manually approve every time off request.

Note: This feature is currently in an Early Access Program (EAP) and is available only for select customers.

To create time off auto approval rules

1. Hover over the schedule icon, then select Time Off Management.
2. Click the settings icon.
3. In the Time off settings window, click +Add rule.
4. Optionally, rename the rule by clicking the the options menu and selecting Rename.
5. Select one or more teams that this rule applies to.
6. Select the checkbox for the criteria the rule must meet to be applied. You can adjust the number of team members for each selection.
   
7. You can continue to add additional rules by clicking +Add rule. Or, click Save to finish.