Workforce Management agent out-of-office requests

Agent out-of-office requests allow Workforce Management admins to define activities that agents can request time off for. While a built in activity, PTO, exists by default, admins can also create custom activities, such as Sick Time, Medical Leave, or Jury Duty.

After configuration, agents viewing their schedules on the Zoom web portal can request time off. Admins and supervisors can approve or decline these out-of-office requests. If a request is approved, the agent's schedule will be updated with the approved out-of-office requests.

Requirements for configuring agent out-of-office requests

• Zoom Contact Center license
• Zoom Workforce Management license
• Account owner, admin, or supervisor privileges (for approving/declining requests)

How to configure agent out-of-office requests (admins)

To set up the system for agent out-of-office requests, admins must perform the following steps:

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Workforce Management.
3. Click Schedule Configuration.
4. Click Activities.
5. Click on the name of the activity to be designated for time off.
   Note: By default, you will see a PTO activity. You can add more activities for time off if needed.
6. Make sure the Allow for time off check box is selected so that agents can use the request feature for this activity.
7. Make sure the Activity type is set to Out of office.
8. Click Save.
9. In the navigation menu, click Preferences.
10. Click Agent requests.
11. In the Out of office requests section, configure the following:
    • Default Day Duration: When an agent requests a full day off, specify the default daily duration the system should block off.
    • Partial Day Request: Enable to allow agents to request a partial day off that is less than the default duration specified in the previous setting.
    • Minimum Time Duration: If partial day request is enabled, specify the minimum time an agent can request off
    • Default Increment Selection: Specify the increments of time the agent can select as the start time of their request.

How to request time off (agents)

Agents can follow these steps to request time off:

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Workforce Management.
3. Click Request.
4. Fill out the following:
   • Activity: The type of activity you are requesting to use (selecting from a list of designated out of office activities).
   • Reason (Optional): A reason for the request.
   • Dates: Select the start date and end date for the request.
   • Duration: Select the duration (if permitted).
   • Start Time: Select the start time (if permitted).
5. Click Request to send the request to the supervisor.

To view the status of your requests:

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Workforce Management.
3. Click Out of office requests
4. Here the agent can see the status of their existing requests

How to manage out-of-office requests (supervisors)

Supervisors can view, approve, or decline submitted requests from agents. They can also cancel approved out-of-office requests or add comments to requests.

Approving/declining Workforce Management out-of-office requests

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Workforce Management.
3. Click Request Management.
4. (Optional): Toggle Show pending requests only on to only show requests that have not yet been approved or declined.
5. Locate the request you wish to approve or decline.
6. Click Approve to approve the request or Decline to decline the request.

When an agent’s out-of-office request has been approved, the system will add that activity to their calendar for the specified time and duration and remove the conflicting productive activities.

Adding a time-off request to the waitlist

The time-off waitlist is a list of unapproved, pending time-off requests for a time frame that is presently unavailable but that may open up in the future. A time-off request may be designated for the waitlist by a supervisor if there have been too many time-off requests for that day, but there is a possibility that the requested day may be opened up in the future (such as a canceled vacation by another agent).

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Workforce Management.
3. Click Request Management.
4. (Optional): Toggle Show pending requests only on to only show requests that have not yet been approved or declined.
5. Locate the request you wish to add to the waitlist.
6. Click Add to waitlist.
   The request will be added to the waitlist for the requested dates.

Adding a comment to a time-off request

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Workforce Management.
3. Click Request Management.
4. (Optional): Toggle Show pending requests only on to only show requests that have not yet been approved or declined.
5. Locate the request you wish to add a comment to.
6. Click the ellipsis  , then click Add comment.
7. In the comment field, enter your comment.
8. Click Submit.
   The comment will be added to the time-off request.