Manage vacation types

The Vacation Types page enables you to create and manage vacation types and associate exceptions with specific vacation types. This lets you customize exactly what each vacation type means in your contact center.

NOTE Vacation types you create are automatically assigned to the Enterprise view and the views assigned to you.

Exceptions are activities that take agents away from being in service. You can map multiple exceptions to the same vacation type, but each exception can only be mapped to a single vacation type. You must select one exception to be the workflow exception. For more information about workflow exceptions, see Automate handling of agent requests.

Examples of vacation types include the following:

Sick Days
Jury Duty
Floating Holidays
Vacation

Using vacation types and vacation plans, Calabrio ONE allows you to track how many hours of each type of vacation have been used by an agent.

In systems with HRMS integration (see “Integrating Your HRMS with Calabrio ONE” in the Calabrio ONE Data Import Reference Guide), this information is exported to a file that can be imported into the HRMS on a daily basis.

NOTE If you do integrate with HRMS, you do not set up vacation plans in Calabrio ONE. They are set up within the HRMS.

In systems without HRMS integration, this information is applied to the vacation plan configured for each agent. In both systems, the vacation hours available to an agent are displayed on the Manage users page and can be reported in the Vacation Status report.

Create a vacation type

Select Create a new vacation type.
Enter a vacation type name in the Vacation Type field (for example, “Sick Days” or “Bereavement Leave”).
Select one or more exceptions to apply to this vacation type.
Click Save.

After you have created a vacation type, you can include it in one or more vacation plans (see Manage vacation plans).

Edit a vacation type

Select Edit or delete an existing vacation type.
Select a vacation type from the Vacation Type drop-down list.
Make any required changes to the vacation type.
Click Save.

Delete a vacation type

Select Edit or delete an existing vacation type.
Select a vacation type from the Vacation Type drop-down list.
Click Delete.

NOTE You cannot edit or delete vacation types that are not within your view. If a vacation type within your view has exceptions assigned to it that are not within your view, you cannot edit that vacation type. This ensures that you cannot inadvertently remove exceptions you cannot view.

NOTE When you delete a vacation type, it is deleted from all vacation plans that use it.

Field descriptions

Use the Vacation Types page to assign exceptions to each vacation type.

The fields on the Vacation Types page when you edit or delete an existing vacation type, or when you create a new vacation type, are described below.

Field	Description
Exceptions	Assigns exceptions to the vacation type. Select one exception to be the workflow exception used for this vacation type. NOTE A workflow exception must be specified for each vacation type in order for Time Off requests to be approved automatically by a workflow (see Automate handling of agent requests for more information).
Vacation Type	The name of the vacation type.

Field

Description

Exceptions

Assigns exceptions to the vacation type. Select one exception to be the workflow exception used for this vacation type.

NOTE A workflow exception must be specified for each vacation type in order for Time Off requests to be approved automatically by a workflow (see Automate handling of agent requests for more information).

Vacation Type

The name of the vacation type.