What happens to time-off requests once they are submitted by agents?

Once agents submit time-off requests, those requests enter a pending state awaiting manager approval. This process is crucial because it ensures that managers have the ability to review and assess the requests based on the current staffing needs, availability, and overall operational requirements of the organization. The pending state serves as a temporary hold, allowing the manager to evaluate the impact of the requested time off on the team's workload and make an informed decision.

This system also facilitates communication between the agents and managers, enhancing transparency and ensuring that both parties are aligned in scheduling needs. The requirement for manager approval helps maintain the balance between employee needs and organizational demands, which is vital for effective workforce management.