Syncing Out-of-Office Status from HRIS and Google Workspace

Harmony can automatically mark agents as unavailable when they are out of office, removing the need for manual status updates and keeping ticket assignment accurate at all times. By connecting your HRIS provider or Google Workspace, Harmony pulls approved time-off and out-of-office data in real time and reflects it across the platform.

This article explains which sources are supported, how the sync works, and what agents and administrators can expect.

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Supported Data Sources

Harmony can sync out-of-office status from the following sources:

HRIS Providers (via Apideck)

• HiBob
• SAP SuccessFactors

When an agent has an approved time-off request in your HRIS, Harmony retrieves that data through the Apideck integration and stores it. Agents on approved leave are automatically excluded from ticket assignment for the duration of their absence.

Google Workspace (Google Calendar)

Harmony detects native out-of-office events created in Google Calendar. These events are recorded alongside any HRIS data, so both sources contribute to the agent's availability status in Harmony.

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How the Sync Works

Harmony fetches time-off data using a targeted date range - from yesterday through the next 14 days - combined with an approved-status filter. This means only relevant, upcoming records are retrieved rather than months of historical data, resulting in faster and more consistent syncs.

A graceful fallback chain is in place to maintain sync reliability. If a connected HRIS provider does not support date range filtering, Harmony falls back to an alternative retrieval method automatically, so syncs continue without interruption.

Once data is retrieved, agents with active out-of-office periods are reflected as unavailable across the platform in real time.

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Impact on Ticket Assignment

When an agent is marked as unavailable due to an out-of-office sync:

• They are excluded from automatic ticket assignment for the duration of their absence.
• No manual status change is required from the agent or an administrator.
• As soon as their out-of-office period ends, their availability is restored automatically.

This keeps your routing rules accurate and reduces the risk of tickets being assigned to agents who are not available to respond.

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Setting Up the Integration

To enable out-of-office syncing, you need to connect at least one of the supported sources to Harmony:

1. HRIS via Apideck - Connect your HiBob or SAP SuccessFactors account through the Apideck integration in your Harmony settings. Once connected, Harmony will begin syncing approved time-off requests automatically.
2. Google Workspace - Connect your Google Workspace account to Harmony. Harmony will detect out-of-office events in agent calendars and record them alongside any HRIS data.

You can connect one or both sources. When both are connected, data from each is combined to provide a complete picture of agent availability.

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Notes and Considerations

• Only approved time-off requests from your HRIS are synced. Pending or rejected requests are not reflected in Harmony.
• Out-of-office events must be created as native out-of-office entries in Google Calendar to be detected by Harmony.
• The sync covers a rolling window of yesterday through the next 14 days, so upcoming absences are captured in advance.
• Large organizations with high volumes of time-off data benefit from the optimized sync, which reduces API calls and retrieves only the data needed for the current window.