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  • 1.  Time-Off Requests for Optional Days in Work-Plan

    Posted 17 days ago

    When agents submit a time-off request, the system uses the agent's Work Plan to estimate the total paid hours for the date range the user requests (if a published schedule is not present). How does this work if there are optional days in the agent's Work Plan? From the very limited testing I have performed it seems to be very random, sometimes it will set the optional days to include no paid hours but other times the optional day does include paid time.


    #TimeOff,AbsenceManagement

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    James Foster
    Technical Consultant
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  • 2.  RE: Time-Off Requests for Optional Days in Work-Plan

    Posted 11 days ago

    Hi James, 

    We treat optional days as "working", which will lead to an overestimation of the amount of time requested. 

    We correct the overestimation in schedule generation/publishing using the paid hours (and times coming in June/July 2026) from the likely or scheduled shifts, and any rest days are credited back to the employees' Time Off balance.

    If you are experiencing inconsistent behaviour, please raise a care ticket, and one of the team will help investigate the issue.

    Paul



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    Paul Wood
    WFM Product Manager
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    Original Message


  • 3.  RE: Time-Off Requests for Optional Days in Work-Plan

    Posted 10 days ago

    Hi James,

    Thanks for raising this - this behavior is actually expected given how optional days are currently handled.

    When there is no published schedule, Genesys treats optional days in the Work Plan as working days when estimating paid hours for a time‑off request. Because of that, the system may overestimate the number of paid hours requested, which can look inconsistent if some optional days end up counting hours and others don't, depending on how the estimation logic is applied.

    The key point is that this is only a temporary estimation. Once schedules are generated or published, the system reconciles the request using the actual paid hours from the scheduled or likely shifts. Any optional days that end up being rest days are then credited back to the agent's Time Off balance, so the final balance remains accurate.

    As Paul mentioned, more precise handling with paid hours (and times) is coming in June/July 2026, which should reduce this confusion significantly.
    If you're still seeing truly inconsistent behavior beyond this expected overestimation, opening a care ticket would be the right next step so the team can review specific cases.



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    Cesar Padilla
    INDRA COLOMBIA
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    Original Message


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