Volunteer for Time Off

Sometimes the contact center needs fewer agents than first scheduled. If you want time off, you can take advantage of this. Your total number of scheduled hours for the week will change.

If you change programs on a future date, your schedule displays for your current program before the change and for your new program after the date of the change. You cannot take time off on your schedule during the week you change programs, unless the change occurs on the start day of week.

A minimum of 15 minutes must pass before you can resubmit a schedule change for the same, previously submitted, time interval. An error message displays if you do not wait 15 minutes.

To volunteer for time off:

  1. Select Time off from the Schedule adjustment drop-down menu. The schedule for the currently selected week displays with the voluntary time off availability for each interval.

    The color-coded time intervals:

    Color/icon

    Description

    Yellow/no icon

    You are scheduled to work during this interval, and you cannot take time off. The contact center needs you during this time.

    Gray/no icon

    You are not scheduled to work during this time.

    Yellow/green minus icon

    You are scheduled to work during this interval, and you can take it off. The contact center has more agents scheduled during this time than it needs. Taking time off during this interval does not require RTC approval.

    Yellow/blue minus icon

    You are scheduled to work during this interval, and your RTC must approve your request to take it off.

    Yellow/green minus icon with a purple clock

    The WFM is processing your time off request.

    Yellow/green minus icon with a question mark

    An interval WFM is processing as a group with intervals that require RTC approval. An RTC has not yet approved your request to take time off.

    Yellow/blue minus icon with a question mark

    An RTC has not yet approved your request to take time off during this interval.

    Yellow/blue minus icon with a purple clock

    An RTC approved your request to take time off during this interval, but the WFM is still updating.

  2. To take time off during one of the blue or green intervals, click on, or drag your mouse over, each of the intervals you want to take off.

  3. Click Request.

  4. Select whether the time off is Unpaid or Paid and select the type of time off from the Activity Code drop-down list.

    If your company enabled the PTO Balance feature, the Activity Code drop-down list for paid time off includes your PTO balance for each activity code. You must select an activity with enough hours available to cover the amount of time you selected to take off.

    If the balance is less than the amount of time selected, the activity code is disabled.

    If the balance displays as a dash (-), that activity code is not available.

  5. If you request time off for:

    • Only green (highly available) time intervals – Your schedule updates with these intervals removed from your schedule.

    • Only blue (limited availability) time intervals – Your RTC receives a notification of your request for time off for these intervals. Your schedule updates when an RTC approves your request.

    • Both green (highly available) and blue (limited availability) time intervals - If you cannot have time off for the limited availability (blue) intervals, do you still want time off for the highly available (green) intervals?

      If you want the time off during the highly available (green) intervals regardless of whether the limited (blue) intervals become available, click Individual. Your schedule updates to remove the green intervals from your schedule. An RTC receives a notification of your request for time off during the blue intervals.

      If you want time off for the highly available (green) intervals only if the limited (blue) intervals are available, click Group. Your schedule does not change until an RTC approves your request.

  6. Click Submit.

  7. If an RTC specified an activity for some intervals, this popup displays. It shows the activity code used for those intervals instead of the activity code you selected.