Troubleshoot issues with full day and part day absence requests

Problem	Things to check
Absences were approved or denied unexpectedly.	Was it a full day or a part day absence request? Part day absence requests always have times in the Request module. Full day absence requests only have dates in the Request module. Check the schedule history for the agent to see if they had a working shift, day off, or no schedule prior to submitting the request.
Absences did not deduct from the budget allowance, personal account allowance, or show up in standard reports.

Behavior of full day absence requests when schedules exist

NOTE   This applies to both published and unpublished schedules.

Check staffing type	Absence added on top of	Will validate the staffing check method	Will impact the budget allowance for staffing numbers	Will validate agent's personal account balance	Will deduct from an agent's personal account balance
Budget / Budget group head count	Working shift	Yes	Yes	Yes	Yes
Budget / Budget group head count	Day off	No	No	No	No
Intraday / Intraday with Shrinkage	Working day	Yes	Yes	Yes	Yes
Intraday / Intraday with Shrinkage	Day off	No	No	No	No

Behavior of full day absence requests when schedules do not exist

NOTE   This primarily depends on the agents' assigned contract schedule and which days are set as default working days and default days off. The following table shows the behavior for an agent that has a five day contract schedule with Monday to Friday checked as default working days. For further information, see Contract schedule

Check staffing type	Absence added on top of	Will validate the staffing check method	Will impact the budget allowance for staffing numbers	Will validate agent's personal account balance	Will deduct from an agent's personal account balance
Budget / Budget group head count	Monday to Friday	Yes	Yes	Yes	Yes
Budget / Budget group head count	Saturday and Sunday	No	No	No	No
Intraday / Intraday with Shrinkage	Monday to Friday	Yes	Yes	Yes	Yes
Intraday / Intraday with Shrinkage	Saturday and Sunday	No	No	No	No

Behavior of part day absence requests when schedules exist

NOTE   This applies to both published and unpublished schedules.

Check staffing type	Absence added on top of	Will validate the staffing check method	Will impact the budget allowance for staffing numbers	Will validate agent's personal account balance	Will deduct from an agent's personal account balance
Budget / Budget group head count	Working shift	Yes	Yes	Yes	Yes
Budget / Budget group head count	Day off	No	No	No	No
Intraday / Intraday with Shrinkage	Working day	Yes	Yes	Yes	Yes
Intraday / Intraday with Shrinkage	Day off	No	No	No	No

Behavior of part day absence requests when schedules do not exist

NOTE   Everything will be approved regardless of the budget or personal account. There is an option to deny part day absences. For further information, see Manage absence request settings.

Check staffing type	Absence added on top of	Will validate the staffing check method	Will impact the budget allowance for staffing numbers	Will validate agent's personal account balance	Will deduct from an agent's personal account balance
Budget / Budget group head count	Working shift	No	No	No	No
Budget / Budget group head count	Day off	No	No	No	No
Intraday / Intraday with Shrinkage	Working day	No	No	No	No
Intraday / Intraday with Shrinkage	Day off	No	No	No	No