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Add hours to Special Days, to be able to configure partial day holidays

We are using Special Days in Leave Calendars to configure holidays by countries/regions. There are countries that have partial day holidays, i.e. the holiday starts only after 2pm.
Currently Special Days only allow to associate a start and end date, but there are no hours attached to it. We are forced to manually add leave requests for people that celebrate these partial day holidays, but at scale it is difficult to track because new hires are onboarded all the time in different countries.
To solve this problem, it would be helpful to be able to add hours to a Special Day, which would be in the user's time zone.

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Tibi Duka-kispal shared this idea  ·   ·  Report…  ·  Admin →
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  • Alissa Stott commented  ·   ·  Report

    Our organization also uses Special Days to record holidays. While our agents do not often have partial holidays, we would find it incredibly valuable to be able to configure a certain number of hours on special days.

    For reasons related to agent calendar availability, it's critical that the full duration of each agent's business day is fully blocked off on company holidays or days in which they are taking time off.

    Today, Special Days can only be configured based on the number of hours that an agent works. However, the majority of our agents work for 8 hours with a 1 hour lunch. As a result, Special Days block off the first 8 hours of their shift, leaving the last hour open. This creates significant risk with our workstreams, specifically impacting our customers' experience.

    While it's possible to change the configuration to a 9 hour day, this also impacts the duration of requested leave. Since our organization has integrated Playvox with Workday, making this change would inflate the amount of time off that agents input when requesting leave, shorting them valuable PTO hours.

    Ideally, we would like Special Days and Leave Requests to account for the full duration of the agent's shift, factoring in lunches and breaks, rather than simply adding as the number of productive hours in a shift.