Viewing an agent's calendar
Summarize
Summarized using AI
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.
Summary of Viewing an Agent's Calendar
The agent's calendar allows you to view an agent's schedule, availability, personal events, and tasks. It displays information for selected days, workdays, or weeks, based on agent membership availability. Assigned tasks are shown in the calendar slots, with indicators for travel start times and scheduled work times where applicable.
Show less
Key Features
- Resource Filters: Save your filter selections as the default view to retain them across sessions, or restore previous defaults if new selections differ.
- Territory Filter: Assign tasks to agents based on their skills, availability, and geographic locations.
- Task Management: View task SLAs directly in the task panel or calendar, with visual indicators of SLA status using color coding.
- Scheduling Optimization: Use the option to remove time gaps in schedules, ensuring tasks are organized back to back while respecting required timing.
Key Outcomes
By effectively managing the agent's calendar, dispatchers can improve task assignment efficiency, ensure compliance with SLAs, and enhance overall scheduling accuracy. The visual indicators for tasks and SLA status help in quickly assessing workload and urgency, facilitating better decision-making for resource allocation.
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. Agents are displayed based on membership availability within the calendar window. If the date falls within the specified range, the agent 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.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