Manage vacation plans

Vacation plans define the time off plans assigned to agents. You can create multiple vacation plans to manage time off for various types of agents (for example, part-time agents and full-time agents). Vacation plans use Vacation Types to describe how agents track their time off (see Manage vacation types ). How this is managed is specific to your contact center.

BEST PRACTICE   Individual vacation plans are intended (but not required) to span an entire year (January 1 through December 31).

NOTE   The Vacation Plans page is present only in systems that do not use HRMS integration. Systems that do use HRMS integration get their vacation plans from the HRMS (see Integrate with a human resource management system).

Create a vacation plan

  1. Enter a unique name of the plan in the Plan Name field.
  2. Enter a plan start date in the Start Date field.
  3. Enter an end date in the End Date field.
  4. Select a Vacation Type to assign, and allocate hours to it. For more information about creating vacation types, see Manage vacation types .
  5. Assign agents to the vacation plan.
  6. Click Save.

Edit a vacation plan

  1. Select a vacation plan from the Select Plan drop-down list.
  2. Change the values in any of the vacation plan fields.
  3. Click Save.

Copy a vacation plan

NOTE   Copying a vacation plan copies all information in the original plan (including its assigned agents). If there is any date overlap between the new and original vacation plans, all agents will be deleted from the original plan.

  1. Select a vacation plan from the Select Plan drop-down list.
  2. Enter a vacation plan name in the New Plan Name field. If the new vacation plan is the same as the original plan with the next year’s dates, you do not need to change the new vacation plan name.
  3. Enter a plan start date in the Start Date field.
  4. Enter an end date in the End Date field.
  5. Click Save.

Delete a vacation plan

  1. Select a vacation plan from the Select Plan drop-down list.
  2. Click Delete.

Vacation plan examples

Your company will define the requirements for each vacation plan. For example, the following might be the attributes of a vacation plan for full-time entry-level agents (vacation types have been defined on the Vacation Types page):

Field Value
Plan Name Full-time day shift (entry level)
Start Date January 1, 2016
End Date December 31, 2016
Vacation Types
  • Personal and Sick Days - 24 hours
  • Bereavement Leave - 16 hours
  • Floating Holiday - 24 hours
  • Jury Duty - 40 hours
  • Vacation Days - 80 hours
Assign Agents
  • Adams, Ann
  • Baker, Ben
  • Clark, Charlotte

etc.

You can create vacation plans with overlapping dates. However, agents can only be assigned to a single vacation plan on any given date.

Example 1: Overlapping vacation plans without common agents

These are valid vacation plans, because although they overlap, there are no common agents between the two plans.

Example 2: Moving agents between vacation plans

In this example, the customer has set up vacation plans that vary based on the level of agent experience. On April 1, three agents will qualify to be added to vacation Plan 2. An administrator wants to proactively move these agents into vacation Plan 2 on March 1.

Changes to vacation plans go into effect immediately, and agents cannot simultaneously be in Plan 1 and Plan 2. The system displays an error message.

You can take two actions in this situation:

Field descriptions

Use the Vacation Plans page to assign, create, edit, copy, or delete vacation plans.

NOTE   An agent can be assigned to only one vacation plan on any date (the same agent cannot be assigned to overlapping vacation plans).

The fields on the Vacation Plans page are described below.

Fields Description
Plan Name

A unique name for the plan.

EXAMPLE   An example of a valid name is “Full-time up to 5 years service.”

Select Plan Select the plan you want to copy, edit, or delete.
Start Date

The starting date for the vacation plan, in YYYY-MM-DD format. Alternatively, you can choose a date using the date selector.

End Date

The ending date for the vacation plan, in YYYY-MM-DD format. Alternatively, you can choose a date using the date selector.

Vacation Types/Allocated Hours

Select an available vacation type and allocate the number of hours for that type. Repeat for each vacation type to which you want to allocate hours. You can add up to 20 vacation types to one vacation plan.

Assign Agents

Select the agents to whom you want to assign this plan. An agent can be assigned to only one plan on any given date.

New Plan Name

The name of the new vacation plan into which you want to copy values. This field only appears when you select the Copy Plan option.