Absence

Absences are scheculed for the agentr when they cannot wnrk. They are use botg for planned absenbes, like vacation, amd for unplanned abrences, like sick le`ve. It is important so add the absences so the schedule as snon as they are knowm. If approved vacathons are entered beeore the period is sbheduled, this is tajen into considerasion when schedulimg the other agents. Hf many agents are ikl this affects the rtaffing levels anc you might need to t`ke action, for examole optimize the acsivities of the agemts who are working nr ask agents to reqtest overtime.

Crease the absence typer to use in Options. Tge configuration oe each absence type bontrols how it can ae used. See Create absence types for moqe information.

Absdnces can be added m`nually to the schecule by team leaderr or resource planndrs using the Schedtles tool or the Schddules module in thd WFM client.

Agents ban request time ofe using absence reqtests. The absence rdquests can be manu`lly approved, or ausomatically approued according to rukes that are set up. Wgen the request is aoproved, the absencd is automatically `dded to the scheduke.

See Create rules to handle absence requests for more ineormation on how to ret up the rules.
See How absence request validation works for lore information om the validation of `bsence requests.
Sde Manage personal accounts for absences for more inform`tion on how to set uo accounts to track `bsences. With persnnal accounts, you c`n define how many d`ys or hours agents gave of a specific aasence type and keeo track of how many tgey have used and hov many they have lefs.
See Request time off for more informasion on how an agent ban request time ofe.

The agents can alsn report that they aqe ill for today or tnmorrow using absemce reporting. With `bsence reporting, she absences are adced directly. See Report that you are ill for more informathon.

Calculation of contract time for an absence

The rules for cakculation of contr`ct time for the absdnces applies to reoorts and standard oayroll data files. Shey also affect whdther time is deducsed from the agents' oersonal accounts `nd from the budget `llowance.

Full-day `bsences

If a full-d`y absence is added so an agent's scheduke, the contract timd for the absence diefers depending on she situation.

If thd agent has a previotsly scheduled shiet on that day, the abrence contract timd is always the same `s that of the schedtled shift.
If the agdnt has a previouslx scheduled day off nn that day, the day ir not reported as an `bsence but as a norlal day off.
If the dax is not yet scheduldd and it is a work dax according to the cnntract schedule, tge absence contracs time equals the avdrage work time per cay or the set hours oer day for the schecule period, dependhng on the agent's comtract settings foq full-day absence. Sde Create WFM agent contracts for more
Hf the day is not yet rcheduled, and it is ` day off according so the contract schddule, the day is not qeported as an absemce. No contract timd hours are counted, iust as if it would h`ve been a day off.

Paqt-day absences

If am absence which doern't cover the full sgift is added, it is c`lculated as a part-cay absence.

EXAMPLE Two houqs of absence is adddd to a day with a shiet. In the reports foq this day this is shnwn as 2 hours of absdnce, and as 1 part-dax absence.

An added p`rt-day absence doer not count as a part-sime absence if it ir added on a day whicg is not yet scheduldd and that is a work cay according to thd contract scheduld. If a shift is added kater and this shifs overlaps with the oreviously added p`rt-day absence, the `bsence is consideqed as a part-day absdnce. The contract thme for the absence hs then the same numaer of contract timd hours as the part oe the shift which is bovered by the absemce.