Time Off Activities are scheduled periods when agents are unavailable for regular duties due to planned or urgent absences. Agents can request these Activities in advance for reasons such as casual leaves, earned leaves, sick leaves, and more. Additionally, Workforce Managers can assign Time Off Activities directly to agents when immediate scheduling is required.

Details of these Time Off Activities, including allocation rules, request rules, and approval rules, can be configured during the creation of Time Off Policies.

Prerequisites for creating Time Off Activities:

• Workforce Management must be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• Create permission under the Activities section in the Workforce Management module.

Follow these steps to create a Time Off Activity:

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1. Go to the Workforce Manager Persona App on the Launchpad.

2. Select Settings from the Left Pane to open the Governance page.

3. Go to Activity to open the Activities Record Manager.

   

4. Click the Create Activity button at the top right of the page to open the Create Activity page.

5. Fill in the required fields on the Create Activity page. Fields marked with a red dot are mandatory. Below are the descriptions of all the fields on this page:​

   1. Name: Enter the name of the Time Off Activity. (Required)

   2. Description: Briefly describe the Time Off Activity.

   3. Activity Impact: Select Unproductive, meaning the Time Off Activity will not impact SLA metrics. You can select Productive, if required. (Required)

      1. Productive: This indicates the Activity will contribute to SLA calculations, such as overtime.

      2. Unproductive: This indicates the Activity will not impact SLA metrics, like breaks or meals.

         Note: Do not select "Pseudo / Not Working" it is intended only for In Office Activities.

   4. Activity Category: Select Out of Office Activity. (Required)

      Note: Selecting Out of Office Activity will automatically set the Activity Impact field to Unproductive, the Track Adherence field to No, and the unit of the Default Activity Duration field to Hours. These values can be modified if needed.

   5. Include in Time Off: Enable this switch to designate the Activity as a Time Off. If enabled, the Activity will appear as an option when creating Time Off Policies, allowing agents to select and apply for this Activity as part of their Time Off requests.

      Note: Agents can request Time Off for the Activity once the relevant Time Off Policy is successfully created and assigned.

      1. Time Off Unit: Select the unit of time (Hours or Minutes) agents can use when applying for Time Off related to this Activity. (Required)

         Note: This field appears only when the Include in Time Off switch is enabled.

   6. Activity Type: Select the type of Time off Activity. (Required)

      1. Paid Activity: This indicates that the agent will receive compensation for the Activity.

      2. Unpaid Activity: This indicates that the agent will not receive compensation for the Activity.

   7. Agent Status: Select the agent's default status during the Time Off Activity. Multiple statuses can be selected. (Required)

   8. Track Adherence: Specify whether the Time Off Activity should impact the agent’s adherence. If set to No, the system will treat the agent as Neutral during this Time Off Activity, meaning it will not affect their adherence. (Required)

      Note: It is recommended to set this field to No for all Time Off Activities.

   9. Activity Color: Choose a color for the Time Off Activity for easy identification while viewing Schedules. You can choose a color using the color picker or entering a hexadecimal code. (Required)

   10. Default Activity Duration: Enter the duration of the Time Off Activity, in either Minutes or Hours. This field must have a value of greater than 0. (Required)

   11. Default Activity Priority: Specify the priority for the Time Off Activity. The priority set here will determine which Activity is given preference if multiple Activities overlap on an agent’s schedule. You can enter any number between 1 and 100, with a lower number indicating higher priority. For example, if you assign a priority of 10 to 'Training' and a priority of 20 to 'Meeting,' 'Training' will take precedence over 'Meeting' if both activities are scheduled simultaneously. (Required)

   12. Visible in all workspaces: Select this checkbox to share the Time Off Activity with all available Workspaces.

   13. Workspaces: Select the Workspaces that you want to share the Time Off Activity with. This field will be accessible only if the Visible to all users checkbox is not selected.

   14. User/User Groups: Select the User(s)/User Group(s) you want to share the Time Off Activity with. This field will be accessible only if the Visible to all users checkbox is not selected.

6. Click the Save button at the bottom right of the page to create the Time Off Activity.

This completes the process of creating a Time Off Activity.