How To Review Absence And Overtime

Objective

Review time away from planned work and extra worked time for the same reporting period.

You have access to Reporting and the workforce time reports.
Agent requests are recorded. Published activities are needed for schedule-direct overtime.

Open Reporting and choose Absence under Workforce Time.
Set the date range, timezone, and team or agent scope. Review the summary and detail rows for approved time away and its distribution.
The Absence report summarizes requests, approvals, pending items, and requested and effective hours, with a row for each request. All names and figures shown are synthetic examples. Select the image to inspect it at full size.
Switch to Overtime and keep the same period and scope. Review the total and detailed entries, including overtime represented directly on published schedules.
The Overtime report lists approved overtime entries by agent, activity, date, and hours for the selected period. All names and figures shown are synthetic examples. Select the image to inspect it at full size.
Note: Check source records
A request and a published schedule activity can represent different parts of the workforce-time picture.
Compare repeated absence or overtime patterns by agent and day before changing coverage plans. Check the underlying request or published activity for an unexpected entry.
If either report is empty, verify that the relevant requests or published activities exist within the selected date range and your access scope.