Creating time off reasons for agents

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<p id="docs-hc-snippet" style="display: none;">Time off reasons are part of your Workforce Management (WFM) organization’s structure and define the types of time agents can take off. This includes both planned and unplanned time off, such as personal time or sick time.</p>
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<p id="docs-ai-summary-content">You can create, edit, and delete time off reasons to categorize planned or unplanned absences like personal or sick leave. Assign these reasons to specific teams to control access in agents' schedules. Bulk editing lets you update categories or teams for multiple reasons at once. Deleting a reason removes it permanently from agents' request options, helping you manage agent availability effectively.</p>
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<p class="p">Time off reasons are part of your Workforce Management (WFM) organization’s structure and
define the types of time agents can take off. This includes both planned and unplanned time
off, such as personal time or sick time.</p>
<p class="p" dir="ltr">By default, two time off reasons are already created: </p>
<ul class="ul" id="topic-1__ul_h5h_bm1_xhc">
<li class="li" dir="ltr">
<strong class="ph b">Paid leave</strong>: Planned absences for personal time off.</li>
<li class="li" dir="ltr">
<strong class="ph b">Sick leave</strong>: Unplanned absences due to personal illness or health-related
issues.</li>
</ul>
<p class="p" dir="ltr">However, admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">team member with permission</a> can create new time off reasons and edit
or delete existing ones.</p>
<p class="p">The article contains the following sections:</p>
<ul class="ul" id="topic-1__ul_wtk_j5s_whc">
<li class="li" dir="ltr"><a class="xref" href="#topic_ac1_3vs_whc">Creating time off
reasons</a></li>
<li class="li"><a class="xref" href="#topic_cn5_cxs_whc">Managing time off reasons</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_yqt_m1c_j3c">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7274514867866-Managing-agents-time-off-requests" target="_blank">Viewing and managing agents' time off requests</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443393050394" target="_blank">Accessing the WFM Time off management page</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ac1_3vs_whc">
<h2 class="title topictitle2" id="ariaid-title2">Creating time off reasons</h2>
<div class="body">
<p class="p" dir="ltr">You can create additional time off reasons for your organization.</p>
<p class="p" dir="ltr"><strong class="ph b">To create a time off reason</strong></p>
<ol class="ol" id="topic_ac1_3vs_whc__ol_itq_kvs_whc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_ac1_3vs_whc__d8e321" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Time off reasons</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create time off reason</strong>.</li>
<li class="li">Enter a name for the time off reason. </li>
<li class="li">From the Category menu, select <strong class="ph b">Planned</strong> or <strong class="ph b">Unplanned</strong>. </li>
<li class="li">Under <strong class="ph b">Teams</strong>, select the teams that can access this time-off reason in their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374353434" target="_blank">agents’ schedules</a>.<p class="p"><img class="image" id="topic_ac1_3vs_whc__image_ccn_bmm_pjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_time_off_reasons_teams.png" width="800"></p>
</li>
<li class="li">Enter a description. <p class="p">This is the text that agents see when they request this time off
reason.</p>
</li>
<li class="li">Click <strong class="ph b">Create time off reason</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_cn5_cxs_whc">
<h2 class="title topictitle2" id="ariaid-title3">Managing time off reasons</h2>
<div class="body">
<p class="p">Teams are scoped, so your access might differ from the users you manage, and you may not be
able to add or remove users from all teams. This also means that changes you make to time
off reasons may affect teams outside your scope. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">Understanding WFM roles and permissions</a>.</p>
<p class="p" dir="ltr">Hovering over or selecting a time-off reason displays a list of all associated
teams, including those outside your management scope.</p>
<p class="p"><img class="image" id="topic_cn5_cxs_whc__image_hvf_3jk_rjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_timeoff_teams.png" width="800"></p>
<p class="p">On the Time off reasons page, you can:</p>
<ul class="ul" id="topic_cn5_cxs_whc__ul_hcw_m5m_pjc">
<li class="li"><a class="xref" href="#topic_sbm_ljk_rjc">Edit time off reasons</a></li>
<li class="li"><a class="xref" href="#topic_rsl_sjk_rjc">Change the teams for time off
reasons</a></li>
<li class="li"><a class="xref" href="#topic_m1t_vjk_rjc">Change the categories for time off
reasons</a></li>
<li class="li"><a class="xref" href="#topic_et3_xjk_rjc">Delete time off reasons</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_sbm_ljk_rjc">
<h3 class="title topictitle3" id="ariaid-title4">Editing time off reasons</h3>
<div class="body">
<p class="p" dir="ltr">You can change a time off reason’s name, description, category, or teams.</p>
<p class="p" dir="ltr"><strong class="ph b">To edit a time off reason</strong></p>
<ol class="ol" id="topic_sbm_ljk_rjc__ol_tbm_ljk_rjc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_sbm_ljk_rjc__d8e321" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Time off reasons</strong>.</span></li>
<li class="li">Next to the time off reason you want to edit, click the options menu (<img class="image" height="14" id="topic_sbm_ljk_rjc__image_ubm_ljk_rjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_options_vertical.png" width="5">) and select <strong class="ph b">Edit</strong>.<p class="p"><img class="image" id="topic_sbm_ljk_rjc__image_vbm_ljk_rjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_timeoff_options_menu.png" width="600"></p>
</li>
<li class="li">Edit the time off reason name or description, or change its category or teams.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_rsl_sjk_rjc">
<h3 class="title topictitle3" id="ariaid-title5">Changing the teams for time off reasons</h3>
<div class="body">
<p class="p" dir="ltr">You can add or remove teams for time off reasons individually or in bulk.</p>
<p class="p" dir="ltr"><strong class="ph b">To change time off teams</strong></p>
<ol class="ol" id="topic_rsl_sjk_rjc__ol_ssl_sjk_rjc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_rsl_sjk_rjc__d8e321" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Time off reasons</strong>.</span></li>
<li class="li">Select the time off reasons you want to change the teams for.<p class="p"><img class="image" id="topic_rsl_sjk_rjc__image_tsl_sjk_rjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_time_off_bulk_edit.png" width="600"></p>
</li>
<li class="li">In the toolbar that appears at the bottom of the page, click <strong class="ph b">Teams</strong>.</li>
<li class="li">Click <strong class="ph b">Add team</strong> or <strong class="ph b">Remove team</strong>.</li>
<li class="li">Use the dropdown menu to select the teams you want to add to or remove from your
selected time off reasons.<p class="p"><img class="image" id="topic_rsl_sjk_rjc__image_usl_sjk_rjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_time_off_remove.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_m1t_vjk_rjc">
<h3 class="title topictitle3" id="ariaid-title6">Changing the categories for time off reasons</h3>
<div class="body">
<p class="p" dir="ltr">You can change the category (planned or unplanned) for your selected time off
reasons in bulk.</p>
<p class="p" dir="ltr"><strong class="ph b">To change time off categories in bulk</strong></p>
<ol class="ol" id="topic_m1t_vjk_rjc__ol_n1t_vjk_rjc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_m1t_vjk_rjc__d8e321" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Time off reasons</strong>.</span></li>
<li class="li">Select the time off reasons you want to change the categories for.</li>
<li class="li">In the toolbar that appears at the bottom of the page, click <strong class="ph b">Category</strong>.</li>
<li class="li">Select the new category for your selected time off reasons.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_et3_xjk_rjc">
<h3 class="title topictitle3" id="ariaid-title7">Deleting time off reasons</h3>
<div class="body">
<p class="p" dir="ltr">Deleting a time off reason is permanent. Agents will no longer be able to see
or select this time off reason when creating requests.</p>
<p class="p" dir="ltr"><strong class="ph b">To delete time off reasons</strong></p>
<ol class="ol" id="topic_et3_xjk_rjc__ol_ft3_xjk_rjc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_et3_xjk_rjc__d8e321" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Time off reasons</strong>.</span></li>
<li class="li">Select the time off reasons you want to delete.</li>
<li class="li">In the toolbar that appears at the bottom of the page, click <strong class="ph b">Delete</strong>.</li>
<li class="li">Confirm you want to delete the time off reasons by clicking <strong class="ph b">Delete time off
reason</strong>.</li>
</ol>
</div>
</div>
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