Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management or Workforce Engagement Management |
| Access | Admin |
Where absence is requested, approved and seen. Handling it promptly is what makes the published schedule real.
What it holds
- Requests waiting for a decision.
- Approved absence, which the scheduler works around.
- Balances, where you track them.
- A calendar view of who is away when.
Click Scheduling in the sidebar and select Time off. Requests waiting for a decision are shown first; the toggle switches to Closed for the ones already approved or denied, and the Status column names whoever decided them. A closed request can be reopened. Approving and denying is for admins and for custom roles that have been given the permission, not for everybody who can open the schedule.
A full day is the scheduled shift, not twenty-four hours
A full-day request is recorded against the shift the agent was scheduled for, so a nine-hour shift counts as nine hours. Where somebody has several shifts starting in one day, all of them are covered, and an overnight shift counts on the day it begins. Billable hours are the paid part of that: shift duration minus unpaid periods such as lunch, and only on the days the agent's location says they work.
Both figures are fixed when the request is submitted. Changing the shift afterwards does not recalculate them, so a request entered against the wrong shift stays wrong until you delete it and enter it again.
Approve before generating
The schedule can only work around absence it knows about. Approving afterwards means removing people from a schedule you have already built, which produces gaps you fix by hand.
Requests first, then generate. That order saves most of the manual work.
Answer quickly, even when the answer is no
An unanswered request holds up somebody's own planning, and absence arranged informally while they wait never reaches the schedule at all.
The calendar view is for spotting collisions
Four people asking for the same week is visible here and invisible in a list of requests. That is the check to make before approving the third one.
Not everything is holiday
Training, appointments, parental leave, sickness. Distinct reasons make the schedule accurate and the shrinkage figure meaningful, and they are how a figure like the real cost of training becomes visible at all.
It is employee data
Absence reasons can be sensitive. Who can see this page deserves the same thought as any other personal data, and it should not be everybody with a login.
Agents should see their own
Their requests, their balance, their approved days. In their own schedule an agent sees each request and its status for the past thirty days and a full year ahead. Withholding it produces chasing, which costs a lead more time than showing it would.
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