Overview

The Scheduled Time Off API allows importing agents' time-off information from multiple external apps, in sync, into a WFM (Workforce management) system.

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Use Cases

Consider this real-life scenario: when a call center agent books their Paid Time Off (PTO) on a Human Resources Information System (HRIS), it will not be reflected on the call center's WFM system. So the WFM system won't know it must not schedule work for those days. The Scheduled Time Off API allows importing that PTO information into the WFM system, blocking that agent’s availability to work on those specified days. The Scheduled Time Off API also enables the PTO information to go into the WFM when the agent changes and/or cancels their PTO on an HRIS, blocking/unblocking the agent's availability accordingly on the call center's WFM system.

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Access and Registration

Authentication

Usage

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If you use a HRIS to manage PTO, this information needs to be on your WFM system.

• Create a time off, via an external service.

• Update a time off, via an external service.

• Delete a time off, via an external service.

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Supported Regions and Base URLs

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API Availability

The Scheduled Time Off API has been in General Availability since August 2022.