Using CXone WFM, you can create rules for allocating time off to agent. These rules let you define the number of vacation days, sick days, or other out-of-office activities. You can allot a fixed amount of days depending on the type of time off, or allot days based on an agent's seniority.
Once you have created rules, you can manage them directly from the Rules page.
When an agent requests time off, they will be able to check their balance and see how many days they have allotted to them, based on the rules you defined.
You can also review and approve time-off requests directly from CXone WFM, in the Requests page.
Keep in mind, time-off rules are based on the maximum daily rule.
Create Time-Off Rules
Creating rules for time off is done in the Time-Off Planning section.
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Click the app selector
and select CXone WFM. -
Go to Time-Off Planning > Rules.
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In the top right of the Rules page, click New Rule.
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Enter a Name.
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Select which Scheduling Unit you want to create the rule for. All agents in the scheduling unit will be assigned to the rule.
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Select an Activity Code.
This is the type of activity you are creating the rule for. For example, if you want to define how many vacation days are allotted to the members in this scheduling unit, then select the activity that is used for vacation days.
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Select the Allow carry over checkbox if you want remaining days off at the end of the business year to carry over into the next year.
For example, Anne has 12 allotted vacation days. By the end of the year, she still has 5 remaining days off. Instead of these days being deleted when the new business year begins, if carry over is enabled, then Anne will begin the new business year with 5 additional days off for her personal use.
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Define the Allotment of days to the scheduling unit for the activity.
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If you select Fixed amount, enter a fixed number of Days Per Year.
This is the total allotted time for each of the members in the scheduling unit.
You can also define how many of those days, if they remain at the end of the year, can be carried over to the next year. Enter the number in the Max Carry Over field.
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If you select Seniority based, a slider appears, and you can define a different number of days off for agents based on how many years they have worked at the company.
Use the Seniority slider to define the number of years, then enter the number of Days Per Year for that level of seniority.
You can also define how many of those days, if they remain at the end of the year, can be carried over to the next year. Enter the number in the Max Carry Over field.
Click the Plus sign to add more levels.
You can define up to five seniority levels.
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Select the Time off accrual box. Enter a percentage of days off from your agents' yearly allotment that they will accrue per month.
If you don't define a value, then the accrual is equally distributed.
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Click Save.
The rule is activated and will appear in the Rules page.
Define Time-Off Settings
Use the time-off settings to define the first month of the business year, and when accumulated days off carry over to the next year.
To define settings:
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Click the app selector
and select CXone WFM. -
Go to Time-Off Planning > Rules.
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In the top right of the page, click Settings.
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From the drop-down list, select the First Month of Year. The end of the year appears automatically based on your selection.
If your organization considers the beginning of the business year to be June, then the end of the year will be May 31st. This affects all time-off accruals.
By default, the business year is defined as January 1st to December 31st.
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Select when time-off Carry Over Occurs. Select either At beginning of year, or define a number of days after beginning of year.
For example, if your business year begins in January, and carry over occurs 14 days after the beginning of the year, then your agents' remaining days off will carry over into the new year on January 14th.
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Click Save.
View Allotted Time Off
The Summary page gives you a breakdown of the different types of activities for which you defined time off. By default, it is filtered by your scheduling unit. You can remove the filter to see the full list, or filter on other scheduling units.
For each activity, you can see a list of agents who have time off allotted for that activity. You can only see the users in the scheduling units (or teams) you have permission to see in the view assigned to you.
Each agent's number of earned, used, scheduled, and remaining days are listed. You can also see how many days were last carried over when the new business year began.
Select an Activity Type on the left to view the list of agents with time off allotted for that activity.
Export Time-Off Data
You can export time-off data based on scheduling unit and activity for easy review.
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Click the app selector
and select CXone WFM. -
Go to Time-Off Planning > Summary.
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Click the Actions
icon at the top right of the page, and select Export. -
Select Scheduling Units and Activity Types. Time-off data will be exported only for your selection.
You must select at least one scheduling unit. If you don't select an activity, the data for all activities will be exported.
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Click Export.
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The data is downloaded to your computer as a CSV file. Expand to see which fields are included.
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Scheduling Unit
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Activity type
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Employee
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Employee's allotment
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Number of days earned
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Number of days used
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Number of days scheduled
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Remaining days
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Last carry over
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Change an Employee's Time Off
Time-off rules are great for allotting time off on a wide scale, but what do you do if you want to edit a specific agent's time-off allotment?
You can use the summary page to directly edit an agent's allotment, without affecting anyone else's time off.
Keep in mind, if you change an agent's allotment, and then edit the time-off rule they belonged to, their time off will not be updated by the rule.
To manually edit time-off:
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Click the app selector
and select CXone WFM. -
Go to Time-Off Planning > Summary.
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Select the Activity Type for the agent you want to edit.
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Find the agent. You can use the search bar to find them more quickly.
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Click on the number in the agent's Days Per Year column. Edit the number directly inline and press Enter.
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Click Save.
Once you edit an agent's number of allocated days, they are removed from the time-off rule for that activity. Any changes you make to the time-off rule will not affect the agent. At the end of the year, the allocated days for the agent will reset, and they will be included in the time-off rule once again.