Filter and sort time-off requests to display

AI-generated summary

Genesys Cloud provides administrators with comprehensive filtering, sorting, and automated evaluation capabilities for managing time-off requests across agents. Administrators access time-off requests through Admin > Workforce Management > Time-Off Requests or Menu > Workforce Management > Scheduling > Time-Off Requests, where all agent requests are displayed in a centralized list. The filtering system includes core filters such as View All Pending (default), View by Agent, and View by Date Range, along with column-based filtering by type, status, paid status, and agent name. The Add Filter function enables additional filtering options, including Activity Code categories. The interface displays information in the business unit's time zone by default, with administrators holding appropriate permissions able to change the displayed time zone using the selector in the upper right corner. Sorting functionality allows requests to be arranged in ascending or descending order by agent, type, start/end date, status, and paid time-off designation, with up to three sort categories applied simultaneously. Administrators can filter by request status to view all, pending, approved, denied, or cancelled requests, and a Reset function clears previously applied filter options. The automated time-off request evaluation process is accessible through the Evaluate button in the upper right corner when requests are in review date status. The Evaluate panel displays information including earliest and latest dates, activity codes, and total request count, with detailed request information shown in the Requests section. When supervisors click Start, the auto approval process begins, processing requests sequentially based on applied sort and filter criteria while displaying real-time progress. Previously processed requests appear in reverse chronological order with detailed status information. When automatic approval cannot be completed, the system displays a "Process is paused – Action Required" dialog, allowing supervisors to skip requests or exit to manually approve them. Supervisors can select "Add Pending – Manual Approval" to automatically skip pending manual statuses in future processing. Upon completion, supervisors can exit to return to the Time-off requests page or export a .csv file of requests that could not be approved. The system supports pausing and resuming processing while maintaining the current order, and supervisors can communicate with agents regarding waitlisting options or request resubmission and editing, with the ability to rerun the evaluation process as needed

Filter time-off requests by pending status, agent, or date range.

To view the time-off requests, click Admin > Workforce Management > Time-Off Requests. Time-off requests for all agents appear in the list.

To view the time-off requests, click Menu > Workforce Management > Scheduling > Time-Off Requests. Time-off requests for all agents appear in the list.

View from a different time zone

By default, this view uses the business unit’s time zone. Users with administrator permissions can change the displayed time zone by selecting from the list in the upper right corner of the view. The time zone of the business unit is listed at the top of the list of time zones for reference. This option is helpful for administrators who access the view from a different time zone.

Use the available sorting and filtering options to find and organize time-off requests for review and processing. Click each collapsible for more information.

Select time-off requests using core filtersClick to expand

You can use the core filter list to see the time-off requests in the following ways:

View all Pending: Filter time-off requests that are in Pending status. This option is the default selection.
View by Agent: Filter time-off requests by agent. To view the time-off requests by agent, perform the following steps:
1. In the list, select View by Agent.
2. In the Select an agent list, click the agent name.
3. Click Apply. The corresponding time-off requests are displayed.
View by Date Range: Filter time-off requests within a selected date range. To view the time-off requests for a particular date range, perform the following steps:
1. In the list, select View by Date Range.
2. In the From and To date selector, select the dates.
3. Click Apply. The corresponding time-off requests within the selected date range are displayed.

Sort time-off requestsClick to expand

To sort the time-off requests, perform the following steps:

Click the Sort list.
In the Sort Options filter, in the Sort by list, select the category to sort.
In the Ascending/Descending list, select whether you want to view the requests in ascending or descending order.
(Optional) Click Add sort to add another sort option. You can add up to three categories by which you want to sort the time-off requests.
Click Apply. The time-off requests are displayed accordingly.

Filter time-off requestsClick to expand

Use the Add Filter list to filter the time-off requests based on a category. To view the time-off requests by a category, perform the following steps:

Click the Add Filter.
From the list, select a category. For example, Activity Code.
1. The Activity Code filter is added next to the Add Filter list.
2. Click the Activity Code list.
3. Select the activity codes for which you want to view the time-off requests.
4. Click Apply. The corresponding time-off requests are displayed.
Click Reset to reset the filter options added previously.

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