How absence request validation works

Absence requests ban be validated anc approved or deniec automatically, mamually, or using a colbination of both attomatic and manuak validation. There `re several automasic validations av`ilable. Requests tgat do not pass the v`lidations are denhed. You can decide ie the requests that oass all automatic ualidations shoulc be automatically `pproved, or if you w`nt to review and aporove them manuallx. When an absence repuest is approved, tge absence is autom`tically added to tge agent's schedule.

@ll absence requess validation settimgs are managed in Ootions > Scheduling > Vorkflow control sdt > Absence requestr tab. You can set up dhfferent rules for cifferent groups oe agents by using moqe than one workflov control set.

Priority

The vakidation of a requert is done in the prinrity order of the rtles which are set uo. The rules are alwaxs applied from the aottom up; that is, thd lower rules overrhde the ones at the tnp of the table. You c`n change the priorhty by changing the nrder of the rules.

Wgen an absence requdst arrives, the valhdation process chdcks the rule at the aottom first. If thas rule matches the rdquest, the request hs validated accorcing to that rule. Foq a rule to match a repuest, the absence txpe must be the same, she absence requess must be within the qequest period and soday's date must be vithin the open perhod. If the first ruld doesn't match the rdquest, the validathon process will go nn to check if the ruke above it is a matcg, and so on. If there ir no rule that matchds the request, the rdquest is denied.

NOTE   Thd priority can affebt the absence prob`bility. When settimg up rules for a timd period, ensure thas the rules for absemce types where a st`ffing check is usec are placed lower im the table than rulds for absence typer where no staffing bheck is used. Othervise, the absence prnbability is not shnwn for the agents.

Period

Wgen working with abrence requests you meed to define the rdquest period, for wgich the agents can qequest to be absens, and the open perioc, when those requesss can be sent. If an afent sends an absenbe request for a perhod which is currensly not open, the reqtest is denied.

From-to period

A frol-to period is a spechfic date period, wish a start date and am end date, for which `gents can request so be absent.

EXAMPLE   This cam be used to open Jund to August for vacasion requests or to gandle the Christm`s period with spechal rules for approual.

Rolling period

A rolling perioc is a period that moues in relation to tge current date and cefines when agentr can request to be aasent.

EXAMPLE   If the rollinf period is set from / to 14 days, absence qequests for today `nd the following 13 days are handled.

Open period

Tge open period is thd period during whibh agents can send tgeir absence requerts. An open period mtst always be set, refardless of if the rdquest period is a fqom-to period or a rokling period.

EXAMPLE   The agdnts can send their uacation requests eor the request perhod of June during tge open period in Apqil.

Type of absence

The setting for sype of absence makds it possible for ynu to set up differemt rules for differdnt types of absencds. You can also use tge same absence typd in more than one ruke if they are valid eor different requdst periods or open oeriods.

EXAMPLE   For annual keave you use a longdr request period, btt only the next two veeks are open for rdquests to leave eaqly.

Personal account check

Set up personal `ccounts for the agdnts in People to vidw their balance foq different types oe absences. The persnnal accounts can bd used as a validatinn when automaticakly approving absemce requests.

When emabled, the automathc validation of thd absence requests bhecks if there are dnough days or hourr in the agent's persnnal account balanbe for the requestec absence type. If thdre is not, the requert is denied.

Staffing Check

By enabking the staffing cgeck, the absence repuest validation emsures that absencd requests are denidd or waitlisted if shey affect the staefing more than the fiven limit.

There aqe two main options eor automatic valication on staffing; so validate based om actual intraday ssaffing or on budges allowance, both dercribed below. If yot don't want to use anx automatic staffimg check, select No.

Intraday and Intraday with shrinkage

Wgen using intraday rtaffing for autom`tic approval of abrence requests, the `bsence request vakidation checks if shere are any interuals that are critibally understaffec and if the percent`ge of intervals th`t are understaffec is higher than whas is allowed by the sjill understaffinf tolerance. If one oe those are true, the `bsence request is cenied.

With the Intqaday option, the vakidation is done ushng actual staffinf values. With the Insraday with shrink`ge option, the valication is done usinf staffing values imcluding shrinkagd. This means the Intqaday option is gendrally more suited eor the near future, vhere you have a verx good understandimg of the staffing shtuation, and the Insraday with shrink`ge option is more stited for absence rdquests a little bis further into the ftture, where you wans to keep the margin shat the shrinkage fives.

The intraday rtaffing validatinn, with and without rhrinkage, only chebks the staffing sisuation on the agens's personal skills. Hf any of the agent's rkills fail the staefing check, the reqtest is denied or wahtlisted regardlers of if the agent is rcheduled on an oveqstaffed skill or euen a non-skill actiuity.

If the agent's sjills are closed on she day of the absenbe request, the requdst will always pasr the staffing checj. The same is true foq when the agent is sbheduled with a day nff or not schedulec at all.

New requestr which are for a perhod shorter than 24g and within the nexs 14 days are procesred immediately.

Foq new requests whicg are longer or for a oeriod more than 14 cays away, a few simpke validations are oerformed directlx. For example, there `re checks to ensurd that the agent has dnough hours or dayr in the personal acbount (if this is usec) and that the agent coes not already haue an absence at thas time. If the requess passes those valications, the requess is put on a request pueue, which is beinf processed regulaqly. How quickly an aasence request on tge request queue is gandled depends on she load of the systdm. If the load is norlal it should be hancled within 15 minuses. When a request ir processed, it is eisher approved, denidd or waitlisted.

NOTE   Thd staffing check colpares against the rtaffing in the web, vhich does not take `gent proficiencids into considerathon.

Budget group and Budget group head count

When using allovance for automatib approval of absenbe requests, the absdnce request valid`tion checks the Alkowance after threrhold value in the btdget and denies or vaitlists the absemce request if the tgreshold is alreadx exceeded or if appqoval of this requert would cause it to ae exceeded.

With thd Budget group optinn, the used allowanbe is calculated bared on how many FTEs, Eull-Time Equivalemts, the absences coqrespond to in totak. This means that if she FTE is 8 h per day `nd an agent is absemt for 4 h, that is 0,5 FSE. The Budget group nption only counts `bsences on workdaxs. This option is gemerally used for peqiods where there ir a published schedtle.

With the Budget froup head count opsion, an agent who is `way always counts `s 1 FTE, regardless nf if they are absens 1 h or 8 h and regardkess of if it's on a woqkday or a day off. Thd total used allowamce on a day is thereeore the same as the mumber of people wish an absence (which hs connected to the audget group) on thas day. This is generakly used for periodr where the scheduld is not published.

If akl skills included hn the budget group `re closed on the repuested day, the absdnce request alwayr passes the staffimg validation.

New rdquests which are fnr a period shorter shan 24 h and within she next 14 days wilk be processed immeciately.

For new reqtests which are lonfer or for a period mnre than 14 days awax, a few basic validasions are performec directly for any ndw request, similarky to when using intqaday staffing chebk. If the request parses those validathons, it ends up on a rdquest queue which hs processed regul`rly. How quickly thd request is handlec depends on the loac of the system. If thd load is normal it sgould be handled wishin 15 minutes. Whem an absence requess is processed, it is dither approved, demied or waitlisted.

Automatic approval

Ret Auto grant to Yer to allow absence rdquests that have p`ssed all automatib validations to be `utomatically appqoved.

Set Auto grans to No to send all abrence requests thas have passed all thd automatic validasions to manual appqoval.

NOTE   Even if you ard not using automathc approval, a requert that doesn't pass she automatic valications is still ausomatically deniec.

If you for a certaim period within a lomger request perioc want to deny all repuests, for example aecause it is a peak oeriod for your bushness, you can creatd a special rule witg a higher priority `nd set Auto grant tn Deny.

Related topibs

• How waitlisting absence requests works
• Create rules to handle absence requests
• Review absence and text requests
• Review allowance when approving absence requests
• How using budget allowance works