Time Off Balance Report
Updated
The Time Off Balance Report tracks all updates to time-off balances at the agent level. It provides a detailed overview of time-off transactions for efficient management and enables users to track and analyze time-off balances. The report includes insights into timestamps, user activity, and policy details, and also maintains a clear audit trail.
When you create a new widget in a reporting dashboard using the Service Analytics data source, the Time Off Balance Report appears under the Workforce Management Report Group in the Widget Builder when you select a metric or dimension. Below are some of the scenarios where this Report is beneficial:
Real-Time Balance Tracking: Equips agents and managers with updated information on available leave balances.
Policy Adherence: Tracks the allocation and deduction of leave balances in line with company policies.
Time‑Off Balance Unit Conversion
When configuring Widgets using this report, the system displays balances based on the Time Off Activity type:
For hour‑level Time Off Activities, balances are shown in hours.
For day‑level Time Off Activities, balances are shown in days.
Hour‑Level Time‑Off Activities
When the Time Off Activity is defined at the hour level, but the metric is displayed in days (for example, Initial Balance (Days), Final Balance (Days), or Balance Difference (Days)):
The system converts hours to days using linear conversion.
The conversion is based on the Total Time Off Paid Duration, where Total paid duration = 1 day.
All related balance calculations use this linear conversion.
Day‑Level Time‑Off Activities
When the Time Off Activity is defined at the day level, but the metric is displayed in hours (for example, Initial Balance (Hours), Final Balance (Hours), or Balance Difference (Hours)):
The system automatically calculates and deducts leave based on the Total Time Off Paid Duration configured in the Time Off Policy.
One day of leave equals the number of paid hours defined in the policy.
Note: DP needs to be enabled in order to access this report.
Metrics and Dimensions
The following are the Metrics and Dimensions available under the Time Off Balance Report:
This concludes our comprehensive coverage of the Time Off Balance Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.