Personal Hours

The Paid Time-Off (PTO) management feature and Personal Hours Pools allow Work Force Managers to track time-off requests from agents. PTO balance accrued in your payroll system can be imported as available hours, and usage against the balance available can be tracked for each agent. Multiple time-off pools are supported.

Managers can track initial, used, planned, and remaining hours of pooled time-off for individual agents.

What do you want to do?

Tasks in this Topic Include:

Related Tasks:

Personal Hours

  1. Select Manage > Personal Hours. Use the Pools filter to display one or more pools at a time.
  2. The Personal Hours table lists all employees, the hourly limits, and last accrual dates for each pool.

NOTE: The Initial Balance and Last Accrued Date columns can be edited to represent agents' current accrued hours, and the last date that hours were added to the pool. The Used column represents hours used for exceptions on dates between the current date and the Last Accrued date. Planned Hours are hours used for exceptions that are in the future.

Make Manual Changes

NOTE: The “Initial” balance and “Last Accrued Date” columns can be changed manually.
  1. Double click the Initial field, and enter in the updated hours.

  2. Double click the Last Accrued Date field, and select a date from the date selector.
  3. Click Save.

Import Personal Hours

Data can be imported.  The columns should contain fields for Last Name, First Name, Agent ID, Personal Hours Pool (name), Hours Total, and Last Accrued Date.

NOTE: Export the Employee List to acquire the Last Name, First Name, and Agent ID (see Employee Import / Export).  Repeat one import row for each PTO pool per employee to be updated.
  1. From the Personal Hours table, click Import.

  2. Select Choose File.
  3. Select the file name, then Open.
  4. Click Import.

Export Personal Hours

The personal hours table data can be exported in a CSV format file by clicking the Export button.  A status will display after the export is completed.

 

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