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Time Off Planning Overview

Interaction Optimizer’s time off planning features automates the process of approving time off requests, alleviating the time WFM administrators spend performing this task manually. It includes:

Note: Before you configure Time Off Planning, make sure you select the appropriate Scheduling unit from the Interaction Optimizer Home page.



Accrual plans

Show the rate at which groups of agents receive more time off in specified activity codes and configure settings for when time off requests can be automatically approved or denied.

Time Off Plans

Manage the allotments of time off per staff type. Based on these settings, the processing engine automatically approves, waitlists, or denies time off requests.

Time Off Requests

Search for existing time off requests. Add, edit, cancel, approve or deny requests, based on scheduling unit and agent.


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