Manage absence request settings

You can configure the absence request settings to automatically deny a part day absence request for a day that does not have a schedule. The setting is disabled by default. You can also hide the Full-Day Absence Request check box from agents who are submitting absence requests in MyTime.

Prerequisites

You have the Web > WFM settings

Page location

WFM > WFM settings > Absence request settings

Procedures

Enable or disable the validation rules for a part day absence request with no schedule

NOTE   If this setting is toggled off, part day absence requests on non-scheduled days will be approved without any validation of the agents' personal account, intraday staffing, or budget allowance. If this setting is toggled on, part day absence requests will be denied when a schedule does not yet exist. Part-day absence requests for days with an existing schedule will follow the standard absence-request validation process.

  1. Toggle the validation rule slider on or off for Deny part day absence when no schedule.

  1. Click Save.

Show or hide the full-day absence request check box

NOTE   If this setting is toggled on, agents will not see the Full day check box when submitting absences requests in MyTime. It will apply to any absences that has been made available for requests. Agents will still be able to set a start and end time that covers their full shift.

  1. Toggle the slider on or off for Hide full-day absence request.

  1. Click Save.

Configure absence responses

Use absence responses to create predefined messages that supervisors can select when replying to absence requests. The configured responses are available in the Reply dialog in Requests > Absence and Text. Supervisors can select a standard response, enter their own reply, or use both when responding to an agent's request.

Procedure

  1. Toggle the slider on or off for Configure absence responses.

  2. Enter a response message in the text box.

  3. Click Save.

  4. The response is added to the list of available absence responses and becomes available in the Standard response drop-down list when replying to absence requests.

NOTE   Supervisors can use a standard response by itself or combine it with custom reply text. When a response is selected and the reply is submitted, the selected standard response is added to the request message history.

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