Manage personal accounts for absences in the web

Track agents’ use of certain absence types with personal accounts. This makes it possible to control that the agents’ scheduled absences stay within the given allowance for each absence type. Absences can be tracked based on the number of days or the number of hours.

EXAMPLE An agent has a personal account with an allowance of 20 vacation days per year. The personal account is automatically updated with the number of vacation days that the agent has used and how many that remain, based on what is scheduled in the default scenario.

The personal account periods have a start date but no end date. The last day of a personal account period is the day before a new period starts.

Use the balance of the personal accounts in the automatic validation of agents’ absence requests, to ensure that no absence requests are approved if that would cause the personal account allowance to be exceeded. If you exceed the personal account limits, a warning appears.

If the agent has remaining days or hours in their personal account when the personal account period ends, the remaining days or hours can be transferred to the next period.

This page is only available to Calabrio ONE Cloud users.

Prerequisites

You have the Web > People > Personal accounts and Web > People > Edit personal accounts permissions.
Absence types are created, and the correct tracker type has been defined for those absence types. See Create absence types for more information.

Page location

WFM > People > Personal accounts

Procedures

Add a personal account period

Select a date, select one or more filters, and then click Search.
Select check boxes for the agents that you want to add a personal account period for.
Click Add new account.
In the pop-up window, select a Period date.
Select the Absence type that you want to track. The Tracker type is automatically selected based on the type of absence.
Enter the Balance in number. This is the starting balance for the year.
Enter the Accrued number of hours or minutes for the period. For example, enter the number of hours for the total vacation days for the year.
Enter a value in the Extra field to add to the personal allowance. For example, add extra vacation days. It is possible to enter a negative value in the Extra column, for example, to balance an advance given in a previous period.
Click Add.

NOTE The total personal account allowance for an agent for the period is the sum of the values in the Balance in, Accrued, and Extra columns.

Edit a personal account period

Select a date, select one or more filters, and then click Search.
Edit the fields directly in the agent row, click outside of the row, and then click Save to save your changes or click Discard to discard your changes. Alternatively, select check boxes for the agents that you want to edit a personal account period for, click Edit, edit the fields, and click Save.

Review used and remaining days in the personal account

Select a date, select one or more filters, and then click Search.
Click an agent's name.
Review the personal account allowance.

The Used column presents the number of days or hours that have been scheduled for the personal account period. Used days or hours are both for days that have passed and for scheduled future absences.

The Remaining column shows the remaining number of days or hours that you can schedule for the period.

Transfer remaining days or hours from one period to the next

If an agent has not used all days or hours of their allowance within the personal account period, you can transfer these days or hours to the next period.

Create the next personal account period, if you haven't already done so. For more information, see Add a personal account period. Ensure that you select a date that is within the new period, that is the period directly following the period that you want to close.
Select a check box for the agent that you want to close the personal account period for.
Click Close previous records and then click Close records to confirm.
The Balance out is calculated for the period that is closed, and the same value is added as the Balance in for the next period.

Delete a personal account period

Select a date, select one or more filters, and then click Search.
Select check boxes for the agents whose personal account periods you want to delete.
Click Delete and then click Delete again.