Important Note: Available in Preview for select customers.
Overview
Within Talkdesk Workforce Management™ (WFM), the time off automation allows users to set up auto-denied rules, so time off requests are auto-denied or will be pending by Automation. With time off automation, customers can automate some or all of the process of processing time off requests, thus reducing the time to deal with repeated requests and focusing on areas that can bring more business value. Agents will also benefit from increased transparency and faster feedback on their requests.
Enabling Automation
Log into your WFM as an Admin (or the other roles who have Configuration access). Go to Configurations > "Requests" tab > "Time Off" > Edit [1].
Turn on Automation [2], click + Add rules [3] to select the auto-denied rules you would like to use. The 3 default rules are: “Time Off events will overlap with existing time off events”, “Request lead time is less than”, and “Request lead time is more than”
You can set up time-off lead time rules [5] from 1 day up to 112 days.
Note: this allows for setting a minimum lead time, and a maximum lead time.
Click Save [6].
Running Automation
Agent Submits a Time Off Request
When an agent submits a time off request, automation will immediately validate against the activated deny rules. If passed, the request will remain pending for Resource Planner, or Leadership Approval. Otherwise, the request will be denied, and the agent will be notified immediately.
[Resource planner] Request details
Resource Planner Proceeds with the Time Off Request
After the request passes re-validation, the resource planner is expected to either approve or deny the request.
Note: Every Automation runs against the latest version of automation rules and agent schedules.
Troubleshooting
- Currently, there is no capability to auto-approve a request.
- Currently, the user needs to manually refresh or re-enter the request details page to see the newest status. Auto-refreshing is not available.
- Turning Automation on / off will only impact the newly-created requests.