The Time Off team are releasing start and end time estimates for full-day Time Off Requests. This update improves how full-day requests are evaluated against schedules, work plans and partial-day time-off requests.
This will be rolled out from 22nd June 2026.
Why this matters
Today, full-day Time Off Requests do not always have a clear time span. This can make it harder to evaluate requests accurately when agents work overnight shifts, split shifts, or submit a mix of full-day and partial-day time off.
With this update, Genesys Cloud can estimate start and end times for full-day requests based on the agent's schedule or work plan. This helps supervisors and schedulers better understand when the request applies, improves Time Off Limit calculations, and helps prevent overlapping full-day and partial-day requests from being approved for the same period.
So what's new?
Estimated start and end times for full-day requests
When a full-day Time Off Request is created, Genesys Cloud will estimate the start and end time for the request.
Where a published schedule exists, the request will use the scheduled shift start and end times.
Where there is no published schedule, Genesys Cloud will use the agent's work plan to estimate the earliest possible shift start and latest possible shift end.
If there is no shift or work plan information available, the request will continue to be treated as a full-day request.
This also supports shifts that cross the day boundary. For example, if an agent works from 8:00 PM to 4:00 AM, the full-day request can reflect that overnight time span rather than only the calendar day.
Better handling of full-day and partial-day overlaps
This update helps prevent a full-day request and a partial-day request from overlapping.
If a new request overlaps with an existing time-off request, Genesys Cloud will prevent the request from being submitted or updated and show the following message:
This request overlaps with an existing time-off request.
This helps avoid scenarios where the same time period is deducted more than once or where a full-day request and partial-day request are both approved for overlapping time.
New Business Unit configuration
A new Business Unit setting controls whether full-day Time Off Requests use schedule-based start and end time estimation.
To configure this option, go to:
Admin > Workforce Management > Business Units > [Business Unit] > Scheduling tab
When enabled, Genesys Cloud estimates start and end times for full-day requests and synchronises those times from the schedule where applicable.
For new Business Units, this setting is enabled by default.
For existing Business Units, this setting is disabled by default, so there is no immediate change to existing behaviour unless an administrator enables it.
Supervisor visibility
Supervisors will see the estimated start and end times for full-day requests in the Time Off Requests view.
For multi-day requests, the list view shows the start time from the first day and the end time from the final day.
When a supervisor submits a full-day request on behalf of an agent, Genesys Cloud will also show the estimated start and end times where they can be calculated.
Schedule and synchronisation updates
When the Business Unit setting is enabled, generated and published schedules can use the estimated time span for full-day time off. This helps keep the Time Off Request, schedule and Time Off Limit calculations aligned.
Where a schedule is published after the request is approved, Genesys Cloud can update the backing Time Off Request with the scheduled time span so that the request better reflects the agent's actual working time.
Things to know
This update applies to full-day Time Off Requests.
Existing Business Units will not automatically change behaviour unless the new setting is enabled.
Estimated start and end times are calculated by Genesys Cloud and are not manually entered by agents.
Multi-agent supervisor submissions will not show estimated start and end times as part of this release.
Overnight and split-shift scenarios are supported.
Paul
#TimeOff,AbsenceManagement------------------------------
Paul Wood
Genesys - Employees
WFM Product Manager
------------------------------