Streamline the way that agents manage their calendar so that they can view their schedule in one location.

As an admin, you can synchronize the agents' calendar in Workforce Optimization for ITSM with their Microsoft Outlook calendar.

When the two calendars are integrated, agents with the Shift Planning Agent (sn_shift_planning.agent) role can also view the calendar information in their Microsoft Outlook calendar in real time. This information includes the agent's shifts, schedules, and events such as meetings, trainings, and time-off.
Note: When you create events of type Custom, you must use extension points to synchronize the custom events in the two calendars.