About absence probability

There are two types of absence probability that indicate to agents how likely they are to get an absence request approved. Both types are shown in the MyTime schedule week view.

The staffing bars shown next to the shifts are based on intraday staffing levels and the agent's active skill settings in People module.

The "traffic lights" shown as small containers at the top of each day are based on budget allowance.

NOTE   The priority of the absence request validation rules in the workflow control set can affect the absence probability. When setting up rules for a time period, ensure that the rules for absence types where a staffing check is used are placed lower in the table than rules for absence types where no staffing check is used. Otherwise, the absence probability is not shown for the agents.

Based on intraday staffing levels

The absence probability that is based on staffing levels gives the agent information on the staffing situation. It indicates for each interval of the shift how likely it is to get an absence request approved.

NOTE   The staffing-based absence probability is shown on interval level. The interval length is the shortest interval length of the agent's skills, for example 15 minutes.

The staffing-based absence probability is displayed as a vertical bar to the right of the agent's shifts in the MyTime schedule week view and in the day view in the MyTime app. It can be shown for today and 48 days forward.

The colors of the bar indicate the probability.

  • Green indicates that the agent's skills are overstaffed. There is a high chance of getting an absence request approved.
  • Yellow indicates that the agent's skills are not overstaffed. The chance of getting an absence request approved is very low.

Configuration

The following needs to be in place for the staffing-based absence probability to be displayed.

The absence probability is enabled on the Absence requests tab in the agent's workflow control set.

At least one absence type is open for requests and has the check staffing setting set to Intraday or Intraday with shrinkage.

The agent has the View staffing info permission.

EXAMPLE   

In some cases, the agent’s scheduled activity (whether it is a skill activity or not) might impact the staffing information. In both situations below the two agents, agent A and agent B have identical skill settings. Agent A is scheduled with a skill activity, agent B is scheduled with a non-skill activity.

Situation 1: The skill is understaffed.

  • Agent A sees a low (yellow) probability because the skill is already understaffed and will be even more understaffed if agent A is absent.
  • Agent B sees a low (yellow) probability because the skill is already understaffed, and agent B could be a resource for that skill.

Situation 2: The skill is slightly overstaffed.

  • Agent A sees a low (yellow) probability because the skill would be understaffed if agent A would be absent.
  • Agent B sees a high (green) probability because the skill would still be slightly overstaffed if agent B would be absent.

Based on budget allowance

The absence probability that is based on budget allowance gives the agent information on the allowance levels. It indicates on day level how likely it is to get an absence request approved.

The allowance-based absence probability is displayed as small containers below the date header in the MyTime schedule week view and in the day view in the MyTime app. The colors and how much the container is filled indicate how much allowance there is left.

  • A green, almost filled container indicates that the remaining allowance is more than or equal to 30% and more than or equal to 2 agents.
  • A yellow, half-filled container indicates that the remaining allowance is more than or equal to 1 agent.
  • A red, almost empty container indicates that the remaining allowance is less than 1 agent, or that the day is not open for requests.

NOTE   The remaining allowance is calculated differently depending on if the staffing check type is set to Budget group or Budget group head count.

Configuration

The following needs to be in place for the allowance-based absence probability to be displayed.

  • At least one absence type is open for requests and has the check staffing setting set to Budget group or Budget group head count.
  • There is a budget with budget allowance created and where the absence type is added as a shrinkage and included in the request allowance.
  • The agent is connected to the budget group.

Related topics