Adding time off is done in CXone WFM, in the Schedule Manager.
It's easy to add time off for an agent directly from the Schedule Manager. The schedule generator takes defined time off into account when creating schedules for those days.
You can assign time off for an individual, or define days that all agents are off, for example, legal holidays.
Other activities or shifts cannot be created on top of a time-off period in the Schedule Manager. Shifts that take place during the time-off period will not be visible to the agent. However, other activities can be moved on to the time-off period.
You can still define time off for an agent, even if they do not have any days off remaining in their balance. In this case, the agent's balance will show that they are in minus. See View Allotted Time Off.
Once a time-off activity is added, it won't be overwritten if you generate a new schedule.
To add time off for agents:
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Click the app selector
and select CXone WFM. -
Click Schedule Manager.
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Click Options
and select Time Off Management. -
Select an Agent. If you want to add time off for all agents, open the drop-down and select All agents.
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Select the Time Off Activity. The only activities that will be available are activities that were defined as Out of office when creating the activity codes.
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Select the Date range.
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Click Save to update the schedule and publish it to the selected agent.