Navigate the time-off requests page

AI-generated summary

Genesys Cloud provides administrators with comprehensive time-off request management capabilities through a dedicated page accessible via the Resource Center for users with appropriate licensing (CX 3, CX 4, CX 3 Digital, CX 1 WEM Add-on II, CX 2 WEM Add-on I, or EX). The interface supports extensive customization, including column visibility management through Show/Hide Columns functionality that allows bulk or individual column selection, sorting in ascending or descending order, and filtering by agent, pending status, or custom date ranges up to 33 days with navigation controls. The Requests page displays comprehensive request information including agent names, request types (full-day, partial-day, or all), start and end dates with times, and request status. A section shows counts of total, pending, approved, denied, and canceled requests with clickable status filters for quick navigation. The management toolbar enables administrators to edit, approve, deny, or add requests directly from the interface. Request statuses reflect various system states: Approved (through manual administrator approval or automatic system approval via configured rules), Canceled (agent-initiated only), Denied (manual administrator denial), Pending (awaiting administrator intervention), and Pending - Invalid duration (system cannot auto-approve due to duration non-compliance). The automated approval system evaluates agent scheduling status, work plan associations, and time-off balances, generating multiple Pending statuses based on specific conditions including insufficient balance, conflicts with work plan shifts, waitlist status, restricted activity codes, management unit transfers, expired requests, blocked dates, and manual approval requirements. For full-day requests, the system displays estimated start and end times based on the agent's published schedule or work plan, updating these times when schedules become available after submission. Work team conditions on administrator roles restrict page display to agents within configured work teams. The system prevents scheduling conflicts by displaying error messages when full-day and partial-day requests overlap. Detailed request metadata includes activity code names, hours per day and total hours, waitlist position, submission details, review information, administrative notes, and hire dates. Sync Status indicates integration with external HR systems, displaying Empty for manually approved or non-integrated plans, Synced for system or supervisor-approved requests, Failed for sync errors, and In progress for ongoing synchronization. Manual synchronization occurs when supervisors adjust agent balances failed syncs. The platform supports time zone flexibility, allowing administrators to view requests in different time zones while maintaining that agent-created requests use local time zones and daily limits are calculated according to the management unit's time zone. The PaidLists parameter enables filtering for all, paid-only, or unpaid-only time-off requests

PrerequisitesClick to expand

This article describes the areas of the administrator’s Requests page and how to customize the view.

Time-off requests view

Customize the view

To customize this view, follow these steps:

Click More .
From the menu, click Show/Hide Columns.
To add all available columns, click Add All.
To remove all columns, click Remove All.
To add individual columns, click the Add next to the column that you want to display.
To arrange the columns, from the Visible Columns list click and drag the column title to the preferred location.
Click OK.

Area definitions

The following table describes the elements of the Requests page.

Area

Definition

Core filters

Click the list and choose to view time-off requests by:

View by Agent
View all Pending. This is the default.
View by Date Range

Filter by date range or agent

Depending on your selection from the View by list, the options listed here change from date filter or agent filter. Use the calendar button or agent list to narrow your time-off request search by pending, agent, or a custom date range.

When you select custom date range, select a date range to display time-off requests for the specified period. After you apply the range, use Previous (<) and Next ( > ) to move backward or forward by the same duration. Previous and Next navigation supports date ranges of up to 33 days.

Time-off management toolbar

Filter the time-off requests that you want to manage and use the toolbar to edit, approve, deny, or add time-off requests.

Notes:

Administrators cannot cancel a time-off request. Only an agent can cancel their time-off request. To consider a request canceled, administrators can deny the request.
If your role includes a work team condition for the view time-off request permission, the Requests page displays only requests for agents in the configured work teams.

Number of time-off requests

Displays the number of time-off requests for each category:

Total
Pending
Approved
Denied
Canceled

Click a category to automatically filter the requests by the selected status. The Pending filter includes all pending request statuses.

When you select another status, Genesys Cloud replaces the previously applied status filter with the new selection. To remove the applied status filter, click X on the filter.

Agent

Lists the agents who have pending, approved, denied, or canceled time-off requests.

Type

Lists full-day, partial-day, or all time-off requests. For full-day requests, Genesys Cloud can display estimated start and end times in the request list.

Start date and end date

Lists the beginning and ending dates and times for each displayed time-off request. For full-day time-off requests, Genesys Cloud displays estimated start and end times based on the agent’s published schedule or work plan. If a published schedule becomes available after the request is submitted, Genesys Cloud updates the start and end times to reflect the actual shift being replaced.

Waitlist position

Agent’s position on the waitlist for pending requests that are waiting for an available opening.

Activity code

Lists the Time Off activity code.

Total hours

Lists the total number of hours per time-off request for all displayed time-off requests for the agent.

Status

Lists all, pending, approved, denied, or canceled time-off requests.

Request Status	Definition
Approved	Either an administrator or the system approved the request. When an administrator approves, the update is done manually and when system approves, the update is done automatically based on auto-approval rules.
Canceled	Request is canceled.
Denied	Administrator denied the request manually.
Pending	Request is awaiting manual intervention from an administrator.
Pending - Invalid duration	System could not approve the request automatically because the daily duration that the agent requested does not comply with the agent's scheduled hours. If the agent is not scheduled currently, the system checks the duration against the work plan to which the agent is associated. For work plan rotation, the system also chooses the correct work plan according to time-off request dates and assigned rotation. Note: If an agent is not currently scheduled to work, and is not associated with a work plan, then the time-off request is not automatically approved. The request remains in Pending status and requires an administrator's manual intervention.
Pending - Insufficient balance	Request is not auto-approved due to insufficient balance in the selected time-off type.
Pending - Outside shift	System could not approve the request automatically because it is not compatible with any work plan shift.
Pending - Waitlisted	System could not approve the request automatically because it is waiting on limit availability. If availability appears before the waitlist window closes, the system auto-approves the request.
Pending - Restricted activity code	System prevents auto-approval of requests when a particular activity codes are present in the published schedule. These activity codes are marked as restricted activity codes.
Pending - Removed from waitlist	Request is no longer associated to a waitlist. For example, when an agent moves to another management unit and there is no matching time-off plan set up for auto-approval in another management unit.
Pending - Waitlist window closed	Request expired because the waitlist window closed.
Pending - Blocked Date	Request overlaps an override date that is configured to be blocked.
Pending - Review Date	Request overlaps an override date that is configured to be manually reviewed.
Pending - Manual Approval	Request remain to stay in this status when the matching time-off plan has the Auto-Approval field set to Manual Approval.

Hours per day

Lists the total number of hours per day for each displayed time-off request.

Selected dates

Dates that the agent selected to log the time-off request.

Submitted by

The name of the person who submitted the time-off request.

Submitted on

The date and time that the person submitted the time-off request.

Reviewed by

The name of the person who reviewed the time-off request. If this value is “System,” the auto-approval engine approved the time-off request automatically.

Reviewed on

The date and time that the person reviewed the time-off request.

Notes

The notes that the admin included regarding the time-off request.

Hire Date

Displays the agent’s hiring date. You can view this field only when you add this column manually from the Show/Hide Columns page.

Sync Status

Displays the sync status to the external HR system for the agents’ time-off request. This column displays one of the following statuses:

Empty, when the time-off plan is:
- Configured with a manual approval process. The status displays as blank/empty until the request is manually approved.
- Not configured with any integration details.
Synced automatically, when a time-off request is automatically approved by the system or approved by a supervisor or when a previously approved time-off request is canceled or denied.
Failed, when a time-off request fails to sync.
In progress, when a time-off request is in the process of syncing and is not complete.
Synced manually, when the supervisor manually adjusts the agent’s balance in the HR system due to a failed sync and then resolves the sync error directly in the time-off request.

Is Paid

Lists all, paid only, or unpaid only time-off requests.

Staffing Group

Identifies the name of the corresponding staffing group.

Performance Rating

Displays the performance rating of the agent.

Note: If a full-day time-off request overlaps an existing partial-day time-off request, or if a partial-day time-off request overlaps an existing full-day time-off request, Genesys Cloud displays an error message and does not process the request.

Customize the view

The following options are available for customizing the view.

Sort the view

To sort time-off requests in ascending or descending order by a specific column, click the column heading. An arrow to the left of a column heading indicates that the view is sorted by that column.

Filter the view

To filter time-off requests that match specific criteria:

Click Add Filter.
From the list, select the category by which you want to filter the requests.
In the filter that appears, select the values that you want to include.
Click Apply.
To add another filter, click Add Filter and repeat the previous steps.
To clear the applied filters, click Reset.

Show, hide, and arrange columns

To customize the columns that appear in the Time-Off Requests view:

Click More.
Click Show/Hide Columns.
In the Show/Hide Columns dialog box, do any of the following:
- To display all available columns, click Add All.
- To hide all optional columns, click Remove All.
- To show an individual column, click Add (+) next to the column that you want to display.
To hide an individual column, remove it from the Visible Columns list.
To change the column order, in the Visible Columns list, drag a column to the preferred position.
Click OK to apply your changes.

Reset view

To reset the view to its default state, click the three dots in the column header row and then click Reset Defaults.

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.

Note: Agents create and update time-off requests in their local time zone. Even though agents can see time-off requests in their time zone, the limits still divide the days according to the management unit’s time zone. It also affects the Limits view in Genesys Tempo™.

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