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Reviewing Team Time Off

The Time Off page shows who is out, and which time-off requests are waiting on a decision, for the agents in the selected instance. Use it to see today's and upcoming leave, check a day's forecasted coverage before you act on pending requests, and look up the requests decided on a given day.

Before You Begin

  • An Amazon Connect instance must be selected in the Instance selector
  • Your role must carry the Time Off permission. It is separate from the Agent Status permission and access to Agent Status, even at admin level, does not open Time Off.

Limits and Constraints

  • The page opens on the next 30 days. Date ranges look ahead: Today, Next 7d, Next 30d, or a custom range on the calendar
  • Pending counts every pending request, whatever its dates; the date range limits which leave you see, not which decisions are waiting
  • Hours on the Out today and Out in range tiles count approved leave only, and are an estimate for requests that run past the window: Connect reports one total per request, so each request is split in proportion to how much of it falls inside
  • Connect publishes a request's hours only once the request is approved, so a request awaiting a decision, or denied before approval, has no hours. When an approved request counted on the Out today or Out in range tile has no published hours, the tile reads Hours not published yet instead of a total
  • Dates and times are shown in the time zone the page's data is reported in (the instance's time zone)
  • Connect does not publish who approved or denied a request, so the page does not show it
  • The forecasted coverage chart reaches about a week ahead; requests after the last forecast day are in the table only
  • Coverage is shown for the whole contact center, or for one forecast or staffing group; other filter selections show the agents-off chart instead
  • Decided on looks back up to 89 days and cannot pick a future day
  • The Requested column appears only when the table has room for it; collapse the Filters panel or widen the window to show it

Step-by-Step Instructions

Reading the Summary Tiles

The tiles across the top of the page summarize the selected range:

Tile What it shows
Out today Agents on approved leave today, with their hours of leave beneath (or No leave today, or Hours not published yet). The information icon explains how the hours are counted.
Out in range Agents on approved leave across the selected range, with their hours (or No leave in range, or Hours not published yet).
Pending Requests waiting on a decision, subtitled All dates.
Approved, Denied, Cancelled Requests in each outcome, subtitled In selected range.

Tiles count agents, not requests: one agent with two requests is one agent off. Click Pending, Approved, Denied, or Cancelled to filter the table to that status, and click it again to clear the filter.

Reading the Per-Day Chart

Below the tiles, a chart shows each day of the range. It does not appear for a single-day range.

  • Forecasted coverage per day — Where the forecast reaches the range, each bar shows the day's coverage at its busiest moment (scheduled agents over required agents), read against a 100% coverage line. A day at or above the line is Covered (green); a day Under 100% is red and marked with !. Pending leave sits on top of a bar as a yellow slice: the coverage approving it all would take away. Weekends are shaded, and a day inside the forecast span without data is banded No forecast yet. Where the forecast ends before the range does, a note reads The forecast reaches . Requests after that are in the table below.
  • Agents off per day — Where the forecast reaches none of the range, the chart shows approved agents per day with pending agents stacked on top, names the Busiest day, and says why no coverage is shown.

Hover a day to see its full date, its approved, pending, and denied counts, and, where forecast, a Forecast section — for example 100% at 2:00 PM: 14 of 14 needed and 93% if pending is approved, 1 short. A line under 100% shows in red.

To narrow the table to one day, click its bar. The table reads Showing requests on with a Clear link; click the bar again or Clear to remove it. Changing the date range drops a chosen day.

Filtering the Requests

In the Filters panel:

  1. Under Date range, click Today, Next 7d, or Next 30d, or click Custom and pick a start and an end date.
  2. Under Group Filters, click + Filter to narrow to a team or other group.
  3. Under Agents, type in Search agents… and select one or more agents.
  4. In the Status dropdown, select one or more statuses.
  5. In the Category dropdown, select one or more leave categories. The list is searchable and always offers every category in the range.
  6. To reset every filter, click Clear Filters at the top of the panel.

When a status filter is active, a line above the table reads, for example, Showing Pending only, with a Clear link that removes just that filter. The group filters, categories, and table order are remembered for your next visit; the date range, statuses, and agents are kept in the page address, so a copied link shows its recipient the same view.

Reviewing Requests Decided on a Day

  1. In the Filters panel under Decided on, click Today, or click Pick a day and choose a date.
  2. The table lists the requests decided that day, whatever their leave dates. The date range and the per-day chart are hidden, and the tiles show only Approved, Denied, and Cancelled, subtitled Decided that day.
  3. To return to the leave-date view, click Clear on the Requests decided on line above the table.

Reading the Requests Table

The table lists one row per request. By default, pending requests come first, then approved, denied, and cancelled, with the soonest start first within each group.

Column What it shows
Agent The agent's name, with their Connect username beneath when available. Click the name to open the agent's Agent 360 profile.
Category The leave category from Connect.
Dates The days the request covers. The year is left out for the current year.
Duration The request's length in hours and minutes (for example 8h 30m). Shows — when Connect has not published the request's hours, as for a request awaiting a decision.
Status Pending, Approved, Denied, or Cancelled.
Requested When the request was made. Appears only when the table has room for it.
Decided When the request reached its current decision. Shows — while the request is pending or when Connect does not have the time.
Last changed When the request last changed in Connect.

Click a column heading to sort by it, and click it again to reverse the order. Requests with no value in the sorted column, such as no time or no published duration, are listed last whichever way the column is sorted. To return to the default order, click Default order above the table.

Exporting Time Off

In the page header:

  • Click Export CSV to download every request under the current filters, in the table's order. A request without published hours has an empty duration cell.
  • Click Export PDF to download the tiles, chart, and table as a PDF. The first page lists the date range (or the decided-on day), time zone, request count, and active filters.

See Exporting Workforce Management Data.

Troubleshooting

Message What it means
Time off could not be loaded. Check your connection and try again. The request for the page's data failed. Click Retry.
No time off requests for this range. No requests fall in the selected range. Try a longer date range.
No requests match the active filters. Your filters exclude every request. Widen the selection or click Clear all filters.
No requests were decided on this day. Nothing was decided on the chosen Decided on day.