Adding time off is done in WFM, in the Schedule Manager.
It's easy to add time off for an employee directly from the Schedule Manager. The schedule generator takes defined time off into account when creating schedules for those days.
You can assign time off for an individual, or define days that all agents are off, for example, legal holidays.
Other activities or shifts cannot be created on top of a time-off period in the Schedule Manager. Shifts that take place during the time-off period will not be visible to the agent. However, other activities can be moved on to the time-off period.
You can still define time off for an employee, even if they do not have any days off remaining in their balance. In this case, the employee's balance will show that they are in minus. See View Allotted Time Off.
To add time off for agents:
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Click the app selector
and select WFM. -
Click Schedule Manager.
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Click Options
and select Time Off Management. -
Select the agent you want to Set Time Off For. In the drop-down, select All agents if you want to assign the time off for everyone.
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Select the Time Off Activity. The only activities that will be available are activities that were defined as Out of office when creating the activity codes.
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Select From and To dates.
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To display the time off in the agent's schedule, check Show on agent schedule. By default this checkbox is selected.
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To prevent the Schedule Generator from assigning shifts on these dates, make sure to check Can't be overwritten by the automatic scheduler. By default this checkbox is selected.
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Click Done to update the schedule and publish it to the selected agent.