Configure the agent calendar

Users with the agent calendar administrator role can perform several calendar configuration tasks.

These tasks include:
  • Creating one or more schedule configurations for each calender user.
  • Creating an event configuration for each type of task to display on the calendar.
  • Creating a work schedule to assign to an agent.

If necessary, agent calendar administrators can create personal events for a calendar user although the users themselves typically perform these tasks.

Create an event configuration for the agent calendar

Users with the agent schedule administrator role can create a configuration for each type of task displayed on the agent calendar, such as case tasks or work order tasks.

Before you begin

Role required: agent_schedule_admin

About this task

Event configuration records are included for case tasks, work order tasks, and appointments.

Procedure

  1. Navigate to Agent Schedule > Event Configuration.
  2. Click New.
  3. Fill in the fields on the Event Configuration form, as necessary.
    Field Description
    Name A descriptive name for this configuration.
    Task Table The table where the tasks for this type of configuration are stored.
    Task Filter Use the condition builder to create the desired conditions for the selected task type.

    For example, the event configuration for Case Tasks includes a filter on the task State field to display only those tasks that are open.

    Task User Field Select a field from the Task Table that provides the user assigned to the task.

    For example, the event configuration for Case Tasks uses the Assigned To field from the Task table [sn_customerservice_task]. When a case task is assigned, it appears on the agent calendar for the user selected in this field.

    Display Field Select a field from the Task Table that provides the information to be displayed for this event type on the agent calendar.

    For example, the event configuration for Case Tasks uses the Subject field from the Task table [sn_customerservice_task]. When a case task is assigned, the subject of the task appears on the agent calendar.

    Start Date Field Select a field from the Task Table that provides the start date for the task.

    For example, the event configuration for Case Tasks uses the Expected start field from the Task table [sn_customerservice_task]. When a case task is assigned, it appears on the agent calendar starting on the date and time specified in this field.

    End Date Field Select a field from the Task Table that provides the start date for the task.
    For example, the event configuration for Case Tasks uses the Due date field from the Task table [sn_customerservice_task]. When a case task is assigned, it appears on the agent calender it appears on the agent calendar ending on the date and time specified in this field.
    Note: Because the agent schedule administrator can select any fields from the Task Table for the Start Date Field and the End Date Field, it is possible that the end date may be earlier than the start date. In this event, the task is displayed on the agent calendar between the two points in time.
    Color theme Select the color used to display this type of task on the agent calendar.
  4. Click Submit.

Create a work schedule for an agent or technician

Users with the agent schedule administrator role can create one or more work schedules for a customer service agent or a field service technician.

Before you begin

Role required: agent_schedule_admin

About this task

A work schedule includes a date range and a schedule type, such as day shift or evening shift. Agents and technicians can have multiple work schedules.

Procedure

  1. Navigate to Agent Schedule > Work Schedule.
  2. Click New.
  3. Fill in the fields on the Agent Work Schedule form, as necessary.
    Table 1. Agent Work Schedule form
    Field Description
    From Date The first day of the work schedule.
    To Date The last day of the work schedule.
    User The selected agent or technician.
    Work Schedule The selected schedule from the Schedules list.
    Type The type of work that the agent or technician is performing during this schedule:
    • Primary work
    • Other
    An agent can have only one primary schedule for a specific range of dates. Primary schedules cannot overlap.
  4. Click Submit.

Create a personal event for an agent or technician

Users with the agent schedule administrator role can create personal events that appear on an agent's personal calendar.

Before you begin

Role required: agent_schedule_admin

About this task

Agents and technicians typically add personal events to their own calendars.

Procedure

  1. Navigate to Agent Schedule > Agent Personal Events.
  2. Select the personal schedule for the desired agent.
  3. In the Schedule Entries related list, click New.
  4. Fill in the fields on the Schedule Entry form, as necessary.
    Table 2. Schedule Entry form
    Field Description
    Name The name of the event.
    Type The type of event:
    • Time off
    • Appointment
    • Meeting
    • Phone call
    • Excluded
    • On call
    • Time off - in approval
    • Time off - rejected
    Show as Show this event on the agent's personal calendar as one of the following:
    • Busy
    • Free
    • Tentative
    • On call

    Select Busy to exclude the block of time from agent availability calculations for the auto assignment and the case assignment workbench.

    When The start date and time of the personal event.
    To The end date and time of the personal event.
    All day Enable this check box if the event lasts all day.
    Repeats Create a repeating event by selecting the frequency. Depending on the selection, other fields are required to complete the frequency information.
    • Does not repeat
    • Daily
    • Every Weekday (Mon-Fri)
    • Every Weekend (Sat, Sun)
    • Every Mon, Wed, Fri
    • Every Tue, Thu
    • Weekly
    • Monthly
    • Yearly
    Repeat every Enter a number for the frequency of the repeated event.
    Repeat on For weekly events, select a day of the week.
    Monthly type For monthly events, select one of the following. These selections use the day and date in the When field as the basis for repetition.
    • Day of the month
    • Day of the week
    • Last day of the month
    • Last week of the month
    Yearly type For monthly events, select one of the following:
    • Day of the year: this selection uses the day and date in the When field as the basis for repetition.
    • Floating: for this selection, complete the Float week, Float day, and Float month fields.
    Repeat until Select a date for the end of the repeated event.
    Float week For a floating yearly repeating event, select the week.
    Float day For a floating yearly repeating event, select the day.
    Float month For a floating yearly repeating event, select the month.
  5. Click Submit.

Create a schedule to use with the agent calendar

Users with the agent calendar administrator role can create a schedule to use with the agent calendar.

Before you begin

Role required: agent_schedule_admin

About this task

Creating a schedule for the agent calendar uses the schedule feature. For more information, see Schedules.
Schedules are configured with two types of records.
  • Schedule records specify a time zone and a type of schedule and use one or more schedule entries. Schedule records are saved in the Schedule [cmn_schedule] table.
  • Schedule entry records specify the time periods that are included or excluded from a schedule. Schedule entries are saved in the Schedule Entry [cmn_schedule_span] table.

Procedure

  1. Navigate to Agent Schedule > Schedule.
  2. Click New.

  3. Field Description
    Name Enter a unique name for the schedule.
    Time Zone Select the time zone for the schedule. If you select Floating, the time zone will be relative to whatever is accessing the item at any given time.
    Parent Select a parent schedule to constrain the new schedule.
    Type Enter a label that describes the purpose of the schedule. You can also use one of these system terms to determine how to process certain schedules:
    • excluded: excludes time periods from SLA counts.
    • maintenance: specifies time periods where change management activities are allowed. A schedule containing maintenance schedule entries cannot also contain blackout schedule entries.
    • blackout: excludes time periods from change management schedules. A schedule containing blackout schedule entries cannot also contain maintenance schedule entries.
    Description [Optional] Describe the schedule.
    Note: The Schedule form displays a warning message if there are no active entries defined for the current schedule. If your schedule is a child schedule that only contains exclusions, ignore the message because exclusions are non-active entries.
  4. Right-click the header bar and click Save.
    Note: If you create a schedule of type maintenance and save the record, a UI policy hides the Type field from the form. To view or change the value for the Type field, view the list of schedules rather than the schedule form and add the Type column if necessary. You can double-click the cell for the value in the Type column and modify from the list view.
  5. Configure one or more schedule entries.
  6. Click Submit.