Approved time off is placed on the schedule to match the agent's working hours at the time of approval and doesn't update after a shift change. For example when changing working hours after a shift bid, moving an agent from five 8-hour days to four 10-hour days, PTO stays at the old length and times. When using the schedule assistant to regenerate schedules, the hours it no longer covers are treated as working time, so the agent is scheduled and counted towards coverage while on PTO.

Use case: the team runs regular shift bids. Before schedules can be regenerated, any agent who changes shift and already has approved PTO needs those requests cancelled, resubmitted and approved again.

Ask: Automatically re-apply approved full-shift time off when working hours change, leaving partial-day requests as they are.