Agents can initiate a time off request by navigating to the request dashboard and clicking on the "Leave Request" button located at the top right corner. On the dashboard, they can track the status of their pending and reviewed leave requests under the "My Leave Requests" column.

Upon clicking the leave request button, agents will see their pending and total time off balance displayed in a widget on the right-hand side of the screen. They must select the type of time off they wish to request and specify the duration accordingly.

It's important to note that agents must adhere to predefined constraints set by administrators. For example, if the policy dictates a minimum or maximum duration for a single request (e.g., between 8 hours to 9 pm), agents cannot request outside of these limits. Similarly, constraints like time-off notice periods, blackout durations, requirements for supporting documents, and frequency of leave requests are enforced during the request process. Failure to comply with these constraints will result in the system invalidating the request and displaying an error message.

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Extended Use Case

In an extended use case scenario, approved leave requests up to the date of creation of manual or automatic scheduling are considered in scheduling workflows. This ensures that agents are not assigned shifts during their approved leave period, optimizing service level efficiency by redistributing shifts among other users.