Agent vacation request allows the Workforce Management admins to define activities that agents can request time off for. The built-in activity that would correspond to this is PTO, but admins can create custom activities like:

• Sick Time
• Medical Leave
• 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 vacation requests. If a request is approved, the agent's schedule will be updated with the approved vacation request.

This article covers:

• Prerequisites for changing account-level settings
• How to configure agent vacation requests (admins)
• How to request time off (agents)
• How to approve or decline time-off requests (supervisors)

Prerequisites for changing account-level settings

• Zoom Contact Center license
• Zoom Workforce Management license
• Approving or declining agent vacation requests requires account owner, admin, or supervisor privileges

How to configure agent vacation requests (admins)

To set up the system for agent vacation requests, admins can 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 activity for time.
   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. Once you have created all the needed activities, click Preferences
9. 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 out of office
4. Fill out the following:
   • Activity: What type of activity is the agent requesting to use
   • Reason: Optional, enter a reason for the time off request
   • Dates: Select the date(s) 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 approve or decline time-off requests (supervisors)

Supervisors can view, approve, or decline submitted requests from agents.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Workforce Management.
3. Click Time Off Requests
4. Here the supervisor will see and action all of the existing requests

To manage an existing request, the supervisor can select Approve, Decline, or click the … and select Add Comment, or Add to waitlist

When an agent’s vacation 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.