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Understanding time off synchronization

Because approved time off requests help determine an agent's accrual balance, time off requests must match activities in a schedule. For example, if an agent is listed on the schedule for vacation, but the backing time off request has been cancelled, Optimizer will not deduct the time from the agent's accrual balance, even though the schedule shows the agent does not have to work. Workforce management administrators should, when managing time off requests, always add, edit, and cancel the requests in the time off request view. After the administrator makes time off requests that affect scheduled activities, he or she should synchronize them in the affected schedule.

In the Differences Between time Off Activities and Time Off Requests, you can apply the default fixes to the differences. This table shows the types of differences encountered, and the automatic fixes to apply:

Time off request detail	Fix
No related time off activity in the schedule	Create the time off activity associated with a Time off request and resolve associated differences. This fix is selected by default, and best practice recommends the change be applied immediately.
Request was cancelled, but time off activity still exists in the schedule	Replace the time off activity with ACD. This fix is unchecked by default to encourage the administrator to review the schedule before applying a change. In many cases, the administrator will put new activities in place of the old time off activity.
Time off request length and time off activity length do not match	When the time off request is longer than the activity, overwrite the activities nearby the time off activity so the lengths will match. When the Time off request time off request is shorter than the activity, replace the "extra" time not in the activity with ACD. This fix is unchecked by default to encourage the administrator to review the schedule before applying these changes.
Time off request starts at a time different than the time off activity	Replace the activity with ACD, create a new time off activity with the same start and length as the TOR, and overwrite any activities that overlap with the time off request. This fix is unchecked by default to encourage the administrator to review the schedule before applying these changes.
Time off request activity code does not match the time off activity code	Change the activity code of the time off activity match the time off request activity code. This fix is selected by default, and best practice recommends the change be applied immediately.
Time off activity appears on the schedule but does not relate to an existing time off request	Create a backing time off request and match it to the activity. Note: This fix is the only automatic fix that directs the schedule editor to create or modify a time off request. When complete, the schedule editor opens a new time off request view, and then opens the TOR details in that view. This fix is selected by default, and best practice recommends the change be applied immediately.

In addition, use the View selected activity in schedule and View selected request in time off view to jump to a specific difference in the schedule editor. The Differences Between time Off Activities and Time Off Requests dialog box remains open, allowing you to view it and the schedule editor simultaneously, making it easier for the administrator to view and evaluate each difference for resolution.