Why does my Schedule Analysis report show too many vacation hours?

The Schedule Analysis report shows the total hours scheduled for each event type, including vacation and other annual leave. In some cases, the hours shown for a leave event are much higher than they should be. This article explains why that happens and what to do about it.

Why do vacation hours sometimes show too high in Schedule Analysis?

This happens when a time-off request falls close to when the agent's work schedule was set up in the system. In that situation, the report can add the hours for the entire remaining leave request to a single day, instead of splitting them across the days the leave actually covers.

For example, an agent scheduled for 8-hour shifts who takes 11 days of vacation should show 88 total hours for that leave event. Because of this issue, the report can instead show a much higher number.

How do I check whether a report is affected?

Compare the day count to the total hours shown for the leave event type. Multiply the number of leave days by the agent's standard shift length, and compare that to the report's total.

If the reported total is significantly higher than the expected total, this reporting issue is the likely cause.

What should I do until this is fixed?

Compare against the agent's actual calendar to confirm their real time off for the period in question, rather than relying on the report's hour total for the affected days.

What if I see this on another agent or report?

Let us know. Even though this is a known issue, examples from your account help us confirm the fix resolves it for your team too.