View agent accruals

From the Agent Accruals dialog box, you can view agent accrual information and scheduled or processed time off requests. The Agent Accruals dialog box displays how many hours an agent has accrued or will accrue in the future, scheduled time off requests, and time off hours taken.

Use the Start Date and End Date fields to select the accrual information you want to view.  If the selected date range overlaps the current date, the Accrued Balance is calculated on the current date.

Access the Agent Accruals dialog box from the Accrual Plans tab or from a time off plan's allotment editor:

Access the Agent Accruals dialog box from the Accrual Plans tab

1. From the Interaction Optimizer Home page, in the Time Off Planning area select Accrual Plans. The Accrual Plans tab opens.

2. Open the Interaction Optimizer menu and select View Agent Accruals.

Access the Agent Accruals dialog box from the Time Off Planning area

 from the Interaction Optimizer menu in the Time Off Plans tom

1. From the Interaction Optimizer Home page, in the Time Off Planning area select Time Off Plans. The Time Off Plans tab opens.

2. Double-click the desired time off plan. The time off plan's allotment editor opens.

3. Open the Interaction Optimizer menu and select View Agent Accruals.

About the Agent Accruals column information

Accrued balance: The number of hours an agent has accrued. If the date range is in the past, the value is "<Not applicable>". If the date range includes the current day, the value shows the current accrued balance. If the date range is for the future, the value shows the expected accrued balance on the start date for the date range. This value starts with the current accrued balance, subtracts all approved time off requests before the start date, and adds hours to be accrued before the start date.

Scheduled: The number of hours scheduled in the future.  If the date range is in the past, the value is "<Not applicable>". If the date range includes the current day, the value is the sum of all approved time off requests from today to the end date. If the date range is the future, the value is the sum of all approved time requests during that time range.

Unscheduled: The difference between accrued balance and scheduled hours. If the date range is in the past, the value is "<Not applicable>". If the date range includes the current day or is in the future, this value is calculated by subtracting the scheduled from the accrued balance.

To be accrued: The number of hours to be accrued in the future. If the date range is in the past, the value is "<Not applicable>". If the date range includes the current day, the value is the number of hours to be accrued between the current day and the end date.  If the date range is in the future, the value is the number of hours to be accrued during the entire date range. This value does not subtract any approved time off requests.    

Taken: The number of hours of approved time off requests taken in the past. If the date range selected is completely in the past, the taken value includes all approved requests during that date range. If the date range includes the current day, the taken value includes all approved requests up to yesterday. If the date range is all in the future, the taken value is "<Not applicable>".