How contact center agents accept or decline a time off request

The contact center manager and agents will see the pending voluntary time off requests in the agent calendars.

Agents can accept or decline voluntary time off (VTO) in the Agent application schedule calendar. To do this, agents need Edit security profile permissions. For more information about security profile permissions, see Update security profiles.

Required security profile permissions

To accept or decline the request, an agent must have Agent application schedule calendar - Edit permissions in their security profile. This permission is shown in the following image of Agent Applications permissions on the security profiles page.

Accept and Decline buttons for agents

The following image shows the Accept and Decline buttons on the agent application.