Solutions
Vacation & Holiday Planner | Print |
Managing time off requests quickly and fairly can be a huge administrative task for contact centers. The optional TotalView Vacation and Holiday Planner feature streamlines the entire time-off management assignment process, from selection to approval, saving management time, ensuring objective, rules-based approvals, and improving agent morale through increased control of their scheduled time off.

The TotalView Vacation and Holiday Planner feature reduces administration effort associated with agents' time off requests and ensures the contact center is adequately staffed. The feature includes:

  • Flexible Time Off Categories - enable easy management for multiple types of time off — vacations or holidays, sick time, personal time, or others — each with unique accrual rates and limits.
  • Configurable Rules - determine how many agents can take time off on a given day, whether partial-day time off is allowed, and date ranges for which time off can be requested. Rules can be unique for different areas of the contact center, so that certain skills, shifts, or sites can manage the availability of time off independently.
  • Time Off Requests - can be submitted by agents or supervisors from a centralized kiosk or from the convenience of their workstation though the WebStation Plus Time Off Manager feature.
  • Vacation Viewer - displays an up-to-date summary of agents' earned, taken, selected, and remaining time off. A color-coded calendar clearly shows which days can be selected, and how much time off is available to the agent.
  • Automated Bidding - allows agents to bid for time off based on a seniority, rank, or first-come first-served basis. A series of bidding rounds can be used to permit agents to bid for a specified maximum amount of time off in each round.
  • Wait Listing - lets agents place themselves on a waiting list for a specific time slot that is currently unavailable.

Full Integration with Scheduling

The TotalView system automatically includes granted vacation time when creating schedules. By integrating vacation data into the schedule, the contact center does not compromise service levels or risk being understaffed. If vacation time is inserted directly into an agent’s schedule, the information automatically appears on the Vacation and Holiday Planner screens as well.