Call-Off Agent

Last updated: October 1, 2026

What is Yourco's Call-Off Agent?

Most organizations still manage employee call-offs through manual, inconsistent processes. HR teams spend hours each week chasing down missing information, updating spreadsheets, and generating call-off reports.

The AI Call-Off Agent replaces the entire process with a two-way SMS conversation that automatically captures call-off details, confirms the absence with employees, follows up for any missing information, notifies supervisors, and generates an audit-ready record.

How can I export a Call-Off Agent report?

  1. Select Frontline Agents on the left sidebar.

  2. Click Download Report to the right of Call-off Agent.

  3. Pick a start and end date to optionally filter call-offs based on time frame (no selection defaults to "All time").

  4. Click Download.

How to Read Your Call-Off Report

Each row in the report represents a single call-off entry for an employee.

You can identify the employee associated with each call-off using the following columns:

  • yourco_id

  • employee_id

  • first_name

  • last_name

  • department

Call-Off Status

The state column indicates the current status of the call-off and will contain one of the following values:

  • OPEN — The employee is still engaged with the AI agent, and the call-off may not yet be complete.

  • CLOSED — The call-off is no longer active. The employee either completed or cancelled the call-off, or the call-off expired.

Close Reason

The close_reason column explains why a call-off was closed:

  • COMPLETED — The employee successfully completed and confirmed the call-off.

  • CANCELLED — The employee cancelled the call-off. The entry will still appear in the report, but the calloff_date, calloff_reason, calloff_category, calloff_days, and calloff_hours fields will be empty.

  • EXPIRED — The employee did not complete the call-off within the allotted time. For example, they may not have provided a date, reason, or final confirmation. You should still treat the call-off as valid, although some information may be missing.

  • Empty — If close_reason has no value, the call-off is still OPEN, and the employee is still engaged with the AI agent.

Call-Off Date

The calloff_date column identifies the date the employee will be absent. Dates use the MM/DD/YY format.

Important notes:

  • For call-offs created before September 24, 2026, multi-day absences may appear in a single row as either:

    • Multiple dates: MM/DD/YY, MM/DD/YY, ...

    • A date range: MM/DD/YY - MM/DD/YY

  • For call-offs created on or after September 24, 2026, multi-day absences are split into individual rows, with one row for each date.

Call-Off Reason

The calloff_reason column contains an AI-generated summary of why the employee is requesting time off.

Call-Off Category

The calloff_category column contains one of the predefined call-off categories configured by your company.

This can generally be considered the type of time-off benefit associated with the call-off. Examples include:

  • Paid Time Off (PTO)

  • Unpaid Time Off (UTO)

  • Sick Time

Call-Off Days

The calloff_days column indicates whether the employee is taking a full shift off and will normally contain either 0 or 1.

  • 0 — The employee is not taking a full shift off. Review the calloff_hours column to determine the amount of partial-shift time off.

  • 1 — The employee is taking a full shift off.

Important notes:

  • Call-offs created before September 1, 2026 will have an empty calloff_days value. Use the calloff_date column to determine the number of days included.

  • Call-offs created before September 24, 2026 may contain calloff_days values greater than 1.

Call-Off Hours

The calloff_hours column is populated when an employee is taking only part of a shift off rather than the entire shift. Hours are represented as decimal numbers (Ex: 0.5 hours)

Partial-shift time is rounded up to the nearest 15 minutes. For example, if an employee reports that they will be 10 minutes late, the report will track 15 minutes.

Examples:

  • calloff_hours = 0.25 → 15 minutes

  • calloff_hours = 1.5 → 1 hour and 30 minutes

For call-offs created under the current reporting format:

  • If calloff_hours contains a value, calloff_days will be 0.

  • If calloff_hours is empty for a completed full-shift call-off, calloff_days will be 1.

Important note: Partial-shift tracking was introduced on September 1, 2026. Call-offs created before this date may have empty values for both calloff_days and calloff_hours.

Calculating Total Time Off

When totaling call-off time in a spreadsheet, you should sum calloff_days and calloff_hours separately because they represent different units:

  • Total full-shift absences: Sum the calloff_days column.

  • Total partial-shift hours: Sum the calloff_hours column.

For example, if an employee has:

  • Two rows with calloff_days = 1

  • One row with calloff_hours = 1.5

  • One row with calloff_hours = 0.25

Their total would be 2 full shifts and 1.75 hours of partial-shift time.

Do not directly add calloff_days and calloff_hours together.

If you need to calculate all time off as a single number of hours, first convert full-shift days into hours using the employee's normal scheduled shift length, then add the partial-shift hours.

Historical data note: When calculating totals that include call-offs from before September 24, 2026, review the calloff_date and historical calloff_days values carefully because older multi-day call-offs may be represented differently. Call-offs before September 1, 2026 may also have empty calloff_days and calloff_hours values.

Who can export a Call-Off Agent report?

Admin

Full access

Manager

No access

Employee

No access

How can I enable the Call-Off Agent?

Reach out to sales@yourco.io to request a demo of the Call-Off Agent.