Managing agent calendar
Summarize
Summary of Managing Agent Calendar
The agent calendar is a vital tool for customer service agents and field service technicians, enabling them to view work schedules, assignments, and personal events. It accommodates various work patterns, including fixed or rotating shifts, and is essential for synchronized task assignments across ServiceNow applications.
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Key Features
- Flexible Scheduling: Supports fixed, varied, and rotating work schedules.
- Event Management: Agents can add personal events, view multiple time frames (day, week, month), and customize their calendars.
- Integration with ServiceNow: Works with assignment workbench and auto-assignment features, utilizing agent availability for task assignments.
- Administrator Tools: Administrators can configure event types, work schedules, and personal events through the Agent Schedule menu.
- Mobile Accessibility: The agent calendar is accessible via mobile applications and web, enhancing on-the-go functionality.
Key Outcomes
By utilizing the agent calendar, users can effectively manage their work-life balance while ensuring they are aligned with organizational tasks and responsibilities. This leads to improved productivity and efficient resource allocation across ServiceNow applications, benefiting both agents and management alike.
Customer service agents and field service technicians can use the agent calendar to see work schedules and assignments and also add personal events such as meetings or appointments.
The agent calendar provides a tool for maintaining different work schedules or shifts and assigning agents and technicians to shifts for specific time periods. The calendar has the flexibility to accommodate work schedules that are fixed or varied and shifts that rotate by week, month, or other patterns. The agent calendar administrator creates the calendar configuration, including a schedule configuration for each calendar user and the types of tasks to display on the calendar.
The schedule information stored in the agent calendar is used by other ServiceNow applications and features, such as the assignment workbench, central dispatch, and auto assignment. The assignment workbench uses agent availability, based on upcoming work schedules and personal time off, when evaluating predefined criteria and recommending agents for case assignment. Auto assignment in Service Management core applications, such as Field Service Management and Facilities Service Management, evaluate agent work schedules before assigning tasks.
- Event Configuration: create a configuration for each type of event or task displayed on the agent calendar.
- Work Schedule: create one or more work schedules for each calendar user.
- Agent Personal Events: create personal schedules for each agent and add events to those schedules.
- Schedule: create or modify schedules. For more information, see Schedules.
Viewing the calendar
The calendar can display a single day, a week, or a month. Buttons in the calendar header allow you to switch views as well as go backward or forward in time. An agent's scheduled work hours are highlighted in gray and the current day is highlighted in blue. The agent calendar displays work or tasks assigned to the agent as well as personal events. Each type of event is displayed on the calendar using a different color.
Agents can add events to their calendars by double-clicking a specific time slot and entering the details in the New Event popup window or by clicking and dragging. Agents can also move events by dragging and dropping. Click an event to display a popup with event details and double-click an event to open the event record.
Plugins
The Agent Schedule plugin (com.snc.agent_schedule) is activated as part of the Customer Service Management and Field Service Management plugins.
Tables
| Table | Description |
|---|---|
| Agent Work Schedule [agent_work_schedule] |
Stores one or more work schedules for each agent, including the date range for the schedule and the schedule type. |
| Agent Personal Schedule [agent_events] |
Stores personal calendar events for each agent, such as training, personal time off, or meetings. |
| Event Configuration [agent_schedule_task_config] |
Stores a configuration for each type of task displayed on the agent calendar, such as case tasks or work order tasks. |
| Agent Schedule User Config [agent_schedule_user_pref] |
Stores the agent’s personalization data for the calendar. A user configuration is created automatically when a user with the agent_schedule_user role accesses their personal calendar. |
| Agent Schedule
Relationship [agent_schedule_task_config_rel_user_pref] |
Stores the relationships between agent configurations and event configurations. Relationship entries are created automatically based on a user's read access to the task tables selected in the event configurations. |
| Agent Schedule Definition
Theme [agent_schedule_definition_theme] |
Stores the colors used to display different types of tasks on the agent calendar. |
User Roles
| Role | Description |
|---|---|
| Agent schedule administrator [agent_schedule_admin] |
Sets up the Agent Calendar configuration. Contains roles:
|
| Agent schedule user [agent_schedule_user] |
Allows customer service agents and field service technicians to access and update their personal calendars. |