The Scheduled Time-Off API, a Talkdesk Workforce Management™ solution, allows importing agents' time-off information from multiple external apps, in sync, into a WFM (Workforce Management) system.
As a real life example, consider the scenario where a call center agent books their Paid Time-Off (PTO) on a Human Resources Information System (HRIS). The call center's WFM system will not reflect the request and won't know it must not schedule work for those days.
Using the Scheduled Time-Off API, you can import PTO information into the WFM system, which blocks that agent’s availability to work on those days. The Scheduled Time-Off API also enables the PTO information to go into the WFM when the PTO on the HRIS is changed or canceled. This way, you can (un)block the agent's availability accordingly on the call center's WFM.
If you use a HRIS to manage PTO, this information needs to be on your WFM system.
The Scheduled Time-Off API has been in General Availability since August 2022.
If you have questions or technical issues, please open a ticket using this form.
Updated about 1 month ago