Viewing an agent's calendar

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Viewing an agent's calendar

    ServiceNow's Agent Calendar feature in Dispatcher Workspace enables dispatchers to view an agent's schedule, availability, personal events, and ongoing tasks for a selected day, work week, or custom date range. This centralized view helps manage resources efficiently by displaying agent information, task assignments, and status indicators.

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    Key Features

    • Resource Cards: Displayed on the left side of the calendar, these cards show agent details filtered by group membership and availability within the selected calendar window.
    • Task Scheduling: Tasks assigned to agents appear in their calendar slots, providing visibility into workload and scheduling.
    • Visual Indicators for Tasks: Horizontal lines on tasks indicate travel and work start times, including estimated and actual timings. These indicators depend on whether the "Enable/Disable Onsite Arrival Check-in for Agents" property is active.
    • Resource Filters and Defaults: Dispatchers can customize resource filters, save these as default views to retain selections across sessions, and restore defaults if needed.
    • Territory Filter: Assign tasks based on agent skills, availability, and geographic location, supporting optimized task distribution.
    • Task SLA Visibility: Task numbers link to SLA details visible in the task panel or calendar. SLA status is represented both numerically and visually through color-coded task bars indicating SLA progress and breaches.
    • Schedule Optimization: The "Remove all time gaps" option allows dispatchers to rearrange schedules so tasks occur consecutively while respecting required timing between them.

    Key Outcomes

    • Improved resource management through comprehensive visibility into agent availability and task assignments.
    • Enhanced decision-making using visual cues for travel times and SLA adherence.
    • Efficient task assignment leveraging skill, availability, and location filters.
    • Consistent scheduling experience with saved default views and gap removal options to optimize agent workflows.

    You can view an agent's schedule, availability, personal events, and tasks that are either assigned or work in progress.

    The calendar displays agent information for a selected day, work day, or week. Resource cards are displayed based on membership availability within the calendar window. The resource card shows on the left side of the calendar in Dispatcher Workspace. Resource cards contain information about the resource that belongs to a certain group. If the date falls within the specified range, the agent resource card is shown. The tasks that are assigned to an agent appear in the agent's calendar slots. A horizontal line that appears on the left side of a task can indicate either of the following information:
    • Estimated travel start time that includes Estimated onsite arrival buffer duration
    • Actual travel start time
    • Scheduled work start time
    • Actual work start time
    Note:
    No visual indicator appears for the tasks that don't have a specified travel start time. Additionally, Estimated onsite arrival buffer duration is considered only when Enable/Disable Onsite Arrival Check-in for Agents property is enabled and have been added to the task card. For more information, see Global domain configurations.

    Calendar showing tasks assigned to agents, available agents, and agent schedules for a selected day or week.

    As a dispatcher, you can do the following:
    • Set defaults for the resource filters by checking the Save as default view and selecting Apply. This over-writes the existing selections and retains your new resource selections even after a session ends.
      Note:
      Selections are retained only if you save them as the default view. Unsaved selections are erased after the session ends.
    • View the last saved defaults by selecting the Restore default. This option is visible only if your new selections are different from the default selections.
    • Use the territory filter icon to assign tasks to agents based on their skills, availability, and geographic locations.
    • Use the task number to view the task SLA in the task panel or calendar. The task appears in the agent's calendar slot.
    • Use the more actions icon and select Remove all time gaps to rearrange a schedule so tasks happen back to back. Any required timing between tasks is honored.
    • View the task SLA details in the task SLA record, such as the stage of the task SLA and whether the SLA has been breached. SLA details show on the task card in the task panel and the calendar. The number on the card in the task panel is the amount of time remaining before the SLA is breached. The horizontal line that appears under the task in the calendar view is a task bar. The bar and the number in the task panel, indicate the stage of task SLA with different colors based on the following SLA durations:
      SLA duration Bar color
      Below 50% Green
      In-between 50% and 75% Yellow
      In-between 75% and 100% Orange
      Above 100% (breached) Red
      Paused Gray