Add Time Off

You can add time off in WFM through either the Schedule Manager or My Zone.

This feature is only available for users with the WFM Advanced license. See Approval Rules.

It's easy to add time off for an agent using Activity Codes and Weekly Rule directly from the Schedule Manager.

Activities or shifts should not be created on top of a time-off period in the Schedule Manager. Partial time-off shifts will overlay existing shift activities that take place during the time-off period and will no longer be visible to the agent. However, a new schedule generation can overwrite an existing time-off period.

You can still define time off for an agent, even if they do not have any days off / hours remaining in their balance. In this case, the agent's balance may show as negative. See View Allotted Time Off.

To add, edit, or delete time-off, you must have View and Manage enabled in the Schedule Manager permissions. This permission is available in Admin > Security Settings > Roles & Permissions, in the WFM > Permissions > Scheduling section.

To add time off for agents using Schedule Manager:

1. Click the app selector and select WFM.

2. Click Schedule Manager.

3. Select an Agent shift.

4. Left click on the agent shift and select Add Activity.

5. Select any time-off codes from Activity drop-down.

6. Select the Date range.

7. Click Create to update the schedule and publish it to the selected agent.

After you create the time off, the system calculates the deduction amount based on the agent's schedule configuration. See below for details.

How Time Off Deduction Is Calculated

Time off is deducted based on actual working hours only. Non-working activities such as breaks and lunch are excluded.

The system determines working hours using one of three methods, in this order of priority:

Scenario 1: The agent has a published schedule

If the agent has a published shift, the system uses the shift start and end times directly.

• Time off begins at the shift start time.

• The system subtracts all non-working activities (breaks, lunch) from the total shift duration to determine the deducted amount.

• The Scheduling Unit's (SU) working hours are not used in this scenario.

Scenario 2: The agent belongs to a weekly rule but has no published schedule

If the agent has no published shift but is assigned to a weekly rule, the system derives the shift timing from the rule configuration:

value	Where to find it
Shift start time	Weekly Rule > Advanced tab > Define shift start and end length section. You can update the start time here if needed.
Shift length	Edit Weekly Rule > Daily Rule > Length column. This value is required — the system cannot save a daily rule without it.

The system calculates the end time as Shift start time + Shift length, then deducts non-working activities the same way as Scenario 1.

Scenario 3: The agent has no schedule and no weekly rule

If the agent has neither a published schedule nor a part of any weekly rule, the system falls back to the Scheduling Unit's (SU) configured working hours to calculate the deduction.