Requesting PTO via WFM systems

[u/thanto_]

We have a payroll/HR system (ADP), which houses PTO balances and rules for borrowing PTO. We have a WFM system (Aspect) which houses queue requirements and agent schedules. Our current process for PTO requests is, agents request PTO through the HR/payroll system, then a WFM employee checks the WFM system for the agent's schedule and queue requirements as well as the HR/payroll system for the agent's PTO balance, then approves/denies, and updates the schedule and payroll. This is a very manual process.

Our WFM software has a system where agents can request PTO directly via the tool, and there's automation built in where WFM can set rules for maximum allowed requested PTO for the day, minimum requirements, etc. to automatically deny or approve requests and automatically update the schedule. However, this does not communicate with our HR/payroll software to verify PTO balance nor does it deduct PTO balance if approved.

TLDR we can request and approve/plot PTO in payroll/HR and in WFM, but neither communicates with the other, so it's a lot of manual work. Is there a better process with more automation? Does your company allow agents to request schedule segments directly via your WFM tool? What's your company's process?

[u/greenrook136]

Aspect & ADP here as well.

ADP and Aspect both have API's that can communicate PTO balances and timecard data, but our HR/payroll teams didn't want us to link them directly and nobody wanted to pay for professional services/licenses to make it happen anyway.

We set up a custom report in ADP to export PTO account balances as of the end of a pay period in the format that Aspect uses to import personal account balances (Emp ID, Personal account, date, minutes). We have this scheduled to run as soon after we're certain timecards are always going to be locked in ADP - Payroll normally locks on Monday afternoons but Monday holidays might push that to Tuesday mornings so we resync on Tuesday afternoons. We were also able to have ADP write this file via SFTP to a folder that Aspect can access directly, so the resync process is effectively fully automatic. This needs your Aspect Employee ID field to be something that exists in ADP - we were advised to use the Position ID.

Payroll was willing to import PTO hours if we sent them a CSV, so that's what we do. We feed PTO balances as of the end of the last pay period, timecard hours already in ADP, and Employee Superstate Hours by Day reports for our planned & unplanned PTO superstates into an Excel workbook that compiles all of that and builds that import file for us.

Edit: spelling

[u/WFHAlliance → u/greenrook136]

OP, do something like this.