Accrual: In All Things Time Off, agents accumulate (accrue) hour to use in their requests for time off from work.

How to create time off accrual schedules for PTO to use with advanced vacation (2:40).

How will you add accrued time off to CommunityWFM?

• CommunityWFM will calculate and be the primary source of time off accruals.
• Upload accrued hours from another source (e.g., an Excel spreadsheet).
• API connection (via 3rd party provider).
• Manual adjustments to individual agents.

Accruals are like bank transactions: The balance is calculated as a result of prior transactions.

Using the CommunityWFM Accrual Schedules

CommunityWFM can determine the number of accrued hours each person receives weekly, monthly, or annually based on their number of years of service. To use this accrual method, each person must have a hire date in their agent profile.

This method supports negative balances, rollovers (with or without expirations) and hire date delays.

Set up an accrual schedule for each category of employee with different accrual rates. For example, if exempt and non-exempt employees with the same number of years of service accrue time off at different rates you will create two accrual schedules. Within each schedule, you provide the number of hours earned for each set of years of service. For example, if full-time agents earn 80 hours of vacation time per year the first year, 96 hours per year for years 2–4, and 112 hours per year after 5 years, you’ll create three accrual steps within one accrual schedule.

Set up a new accrual schedule

Step 1: Basic properties

Set up a new one: Click here to create a new accrual schedule.

1. Enter a name (50-character limit)
2. Description is optional (255-character limit)
3. Click Save.

Step 2: Intervals

Click New accrual step

Define the amount of time earned in hours based on years of service. Calculations within CommunityWFM are based on the year of hire date in each agent’s profile.

Years of service: Select from the drop-down. Service intervals are from less than a year to 40+ years in whole years only; no partial years/decimals allowed. Add a new interval (accrual step) for each length of service boundary with a different accrual rate.

For example: If an employee earns 8 hours per month for the first year, then 12 hours per month the second year, then 16 hours per month for more than four years—

1. Select Less than a year and enter 96 as the Total annual accrual (in hours) (8 hours x 12 months). Click OK.
2. Add a New accrual step.
3. Select 1+ years and enter 144 as the Total annual accrual (in hours) (12 hours x 12 months).
4. Click OK.
5. Add a New accrual step.
6. Select 4+ years and enter 192 as the Total annual accrual (in hours) (16 hours x 12 months).
7. Click OK.

When finished, click the Accrual schedules link to return to the list of accrual schedules or Time off settings to go to the next step (PTO Classifications).

Manual adjustment for individual agents

Adding hours for new hires, adding hours for someone who has a mid-year hire date anniversary, removing hours if someone took time off without using CommunityWFM, giving bonus vacation time to a high-performing employee, are a few of the reasons you might need to add or remove hours from an employee’s accrued time.

There are three places where you can add or remove time from an agent’s schedule: from an agent’s time off settings in their profile, from a working accrual calendar (if it has not been published yet), and from a published accrual calendar.

Agents must be part of a PTO Policy to apply accrued hours.

Manually adjust hours in personal profile PTO settings

1. Navigate to the employee’s PTO settings: Settings > People & agent templates > People > Personal profile > PTO settings for [agent name].
2. Select the PTO Classification to which you want to add or remove time. The adjustment must be made for an active (not closed) calendar time period and the employee must be included in the calendar partition.
3. Select Show options.
4. In the Edit and revise options section, select the accrual period for the adjustment, noting the eligible date range.
5. Click Make adjustment.
6. In the expanded section, enter the date, number of hours to add or remove (include a – to subtract hours), a comment, and select the Reason or transaction type.
7. Click Save adjustment.

Your transaction will appear on the employee’s ledger of accrued time.

Manually adjust hours in a WORKING accrual calendar

Use this method only if the accrual calendar has not been published yet.

Go to the Working accrual calendar.

1. Open your selected calendar.
2. Go to Set up and manage accrual tables.
3. Select Edit accrual transactions.
4. Click on the agent’s name.
5. Click on the selected PTO Classification to expand the transaction list.
6. Click Make adjustment (on the right above the table of transactions).
7. In the pop-up window, enter a date for the adjustment. The date must be within the bounds of the calendar.
8. Enter the number of hours to add or remove (include a minus sign (–) to subtract hours).
9. Enter a comment regarding the transaction (required).
10. Select a reason for the transaction.
11. Save.

Manually adjust hours in a PUBLISHED calendar

1. Go to the Published accrual calendar.
2. On the right side select Show Options to expand the menu options.
3. At the bottom of the options screen, select Published accrual transactions report. Filter as needed then click Apply options.
4. Select Participant summary tab to display the people in this calendar.
5. Click on the tile for the person to whom you wish to add (or remove) accrual hours.
6. On the right side select Show Options.
7. Select the date range and classification. The Make adjustment option is available only after selecting the classification.
8. Click Make adjustment, select the date for the hours adjustment, the number of hours (include a minus sign (–) to subtract hours), add a comment (required), and select the Reason or Transaction Type.
9. When finished, click Save adjustment. The hours will be added on the selected adjustment day and the agent will receive a notification.

Upload accruals via Excel import

Importing accruals via Excel Import (11:03)

If you have an existing accrual system for time off, you can import accrued hours or accrued hours balance into CommunityWFM using an Excel spreadsheet. Once imported, you will follow most of the same steps to identify classifications, create policies, and create calendar partitions where agents can submit time off requests.

Template spreadsheet for accruals

Template spreadsheet for balances

Reminders:

• Employee ID must match exactly, including leading zeros.
• All classifications must match exactly.
• Reason should match exactly.
• If monthly accrual, add a new row for each month for each agent (i.e., each agent will have 12 rows). For weekly accrual, add a new row for each week for each agent (i.e., each agent will have 52 rows).
• Save, then close your completed worksheet. If the worksheet is open, you will not be able to import it.

When configuring the PTO policy, select Do not accrue hours - accrual transactions originate from an external application.

Then in the Accrual Calendar | Accrual options, upload the spreadsheet with the accruals. Upload balances only in the published accrual calendar.