# Genesys Cloud - Agent - Accept and respond to message interaction

### Login as agent 

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/AogB2bFoUtG3Lqpn-image-1773242546506.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/AogB2bFoUtG3Lqpn-image-1773242546506.png)

### Answer Interaction

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/Bl7beGab36snaS3x-image-1773242573515.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/Bl7beGab36snaS3x-image-1773242573515.png)


### Type your response to the incoming message

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/1lwwDmwD2VF52AEK-image-1773242600647.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/1lwwDmwD2VF52AEK-image-1773242600647.png)

### To end the interaction click end message

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/5dA7sPTf3mqVVzgs-image-1773242626564.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/5dA7sPTf3mqVVzgs-image-1773242626564.png)

### Disposition call and end

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/CheIgiCr904O9Q8Y-image-1773242648443.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/CheIgiCr904O9Q8Y-image-1773242648443.png)



## Requesting Time Off (Genesys Cloud)

### Summary

Requesting time off in **Genesys Cloud Workforce Management (WFM)** allows agents to submit requests for scheduled leave such as vacation, personal time, or other approved absence types. These requests are reviewed and validated against **staffing requirements, scheduling rules, and time-off limits** configured by workforce administrators.

The time-off request process helps organizations maintain **service-level coverage while providing agents with flexibility to manage their schedules**.

---

## Utilization

| Use Case | Description |
|---|---|
| Vacation planning | Agents request time off for planned vacation periods |
| Personal appointments | Agents request short-term leave for appointments or personal commitments |
| Sick leave | Agents notify management of illness or unexpected absence |
| Planned schedule changes | Agents request future schedule adjustments in advance |
| Workforce scheduling compliance | Ensures requests align with staffing and forecast requirements |

Time-off requests are validated against **capacity limits and workforce planning rules** to ensure the contact center maintains appropriate staffing levels.

---

## Best Practices

| Practice | Reason |
|---|---|
| Submit requests as early as possible | Increases likelihood of approval before staffing limits are reached |
| Verify team policies and blackout periods | Prevents requests during restricted scheduling windows |
| Monitor request status | Allows agents to respond quickly if adjustments are required |
| Use the correct time-off type | Ensures accurate reporting and workforce planning |
| Avoid submitting multiple overlapping requests | Prevents scheduling conflicts |
| Communicate with supervisors if the request is urgent | Helps ensure timely review and approval |

---

## Example Scenarios

### Scenario 1 – Planned Vacation

```text
Agent plans vacation weeks in advance
        ↓
Agent submits time-off request in WFM
        ↓
System validates staffing requirements
        ↓
Supervisor reviews and approves request
        ↓
Schedule updates to reflect approved time off
````

---

### Scenario 2 – Personal Appointment

```text
Agent needs time off for medical appointment
        ↓
Agent submits a partial-day time-off request
        ↓
System checks available time-off capacity
        ↓
Request is approved and schedule updated
```

---

### Scenario 3 – Sick Leave Notification

```text
Agent becomes ill before scheduled shift
        ↓
Agent submits a time-off request for the shift
        ↓
Supervisor reviews request
        ↓
Schedule reflects absence and staffing is adjusted
```

---

## Key Benefits

| Benefit                           | Explanation                                                 |
| --------------------------------- | ----------------------------------------------------------- |
| Improved schedule management      | Agents can plan time off without disrupting staffing        |
| Workforce compliance              | Requests are validated against staffing rules               |
| Better visibility for supervisors | Managers can track and approve requests efficiently         |
| Enhanced employee satisfaction    | Provides flexibility while maintaining operational coverage |

```
```