Show that an agent is busy with a non-work order event

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Block time on agent calendars for events that aren’t related to work orders.

    Before you begin

    Role required: wm_dispatcher

    About this task

    Dispatchers can use non-work order personal events to show an agent is busy. For example, if an agent is in training all day, you can use a personal event to show an agent is busy on the calendar in Dispatcher Workspace.

    For information on editing or deleting personal events, see Edit or delete an event.

    Note:
    You can't create recurring personal events.

    Route optimization doesn't change when personal events are scheduled.

    Procedure

    1. Navigate to All > Field Service > Dispatching > Dispatcher Workspace.
    2. Select Dispatcher Workspace.
    3. Select the Event management Event Management icon.
    4. On the form, fill in the fields.
      Table 1. New event fields
      User The user that the event applies to. You can add more than one user to the event.
      Event title The title of the event shown on the calendar in Dispatcher Workspace.
      Type The type of event you're creating.
      Allow double booking with tasks Allows the task to be scheduled at the same time as existing work order tasks.
      Note:

      If you don’t allow double booking, and the event is at the same time that the agent has a scheduled work order task, or the travel time overlaps with a schedule work order task, then the task they’ve assigned is unassigned.

      Allow double booking with tasks is only available if you have workforce optimization configured.
      Show as The status that shows for the agent or agents during the event.
      Note:
      Show as is only available if you don't have workforce optimization configured.
      Start The start time for the event
      End The end time for the event.
      All day event Option to indicate that the event lasts the entire day.
      Location The location that the event takes place in.
      Note:
      Locations on events are only available if you have workforce optimization configured. Locations for events are only available for events that have the Type set to Meeting or Training.
      Time zone The time zone is determined by the person that is added to the event. If there's more than one person added to the event, then the location of the first person added determines the time zone. If you update the location of the event, then the time zone of the location you entered is used.
    5. Select Save.