Create an event configuration for an agent calendar

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read

    • Create configurations for each type of entry displayed on the agent calendar. Entries could include case tasks, work order tasks, appointments, or schedule entries such as event types that you could track and manage on the team calendar.

    Before you begin

    The schedule entry uses the Schedule Span [cmn_schedule_span] table to store different types of events.

    The following types of schedule entries for event type configurations are available by default:

    • Event — Appointment
    • Event — Excluded
    • Event — Meeting
    • Event — Phone
    • Event — Time Off
    • Event — Other

    These configurations are inactive by default. You can activate a configuration by navigating to Agent Schedule > Event Configuration, selecting an event type configuration, and setting the Active field to true for one or more event configuration types you would like to activate. Each configuration displays as a separate event type on the team calendar.

    Role required: agent_schedule_admin

    Procedure

    1. Navigate to Agent Schedule > Event Configuration and perform one of the following actions.
      OptionDescription
      Create a configuration from an existing event configuration
      1. Select the desired configuration.
      2. Right-click the form header and click Insert and Stay.

        A copy of the selected event type configuration is created.
      Create a new event configuration Click New.
    2. Fill in the fields on the Event Configuration form, as necessary.
      Table 1. Event Configuration form
      Field Description
      Name A descriptive name for this configuration.
      Config Label Name displayed for this event in the agent calendar.
      Color theme Color used to display this type of schedule on the agent calendar.
      Setup
      Setup Setup method for this configuration.
      • Simple: use condition builder to set up this configuration.
      • Scripted: use advanced scripts to set up this configuration.
      Table The table where the tasks for this type of configuration are stored.
      Filter Use condition builder to create the desired conditions for the selected task type.

      For example, the event configuration for Case Tasks includes a filter on the task State field to display only those tasks that are open.
      User Field A field from the Table that provides the user assigned to the task.

      For example, the event configuration for Case Tasks uses the Assigned To field from the Task table [sn_customerservice_task]. When a case task is assigned, it appears on the agent calendar for the user selected in this field.
      Event type Type of schedule entry.
      Display Field A field from the Table that provides the information to be displayed for this event type on the agent calendar.

      For example, the event configuration for Case Tasks uses the Subject field from the Task table [sn_customerservice_task]. When a case task is assigned, the subject of the task appears on the agent calendar.
      Start Date Field A field from Table that provides the start date for the task.

      For example, the event configuration for Case Tasks uses the Expected start field from the Task table [sn_customerservice_task]. When a case task is assigned, it appears on the agent calendar starting on the date and time specified in this field. The Expected start field must contain a value for the event to appear in Workforce. If the field is empty, the event will not be displayed.
      End Date Field A field from the Table that provides the end date for the task.
      For example, the event configuration for Case Tasks uses the Due date field from the Task table [sn_customerservice_task]. When a case task is assigned, it appears on the agent calendar ending on the date and time specified in this field. The Due date field must contain a value for the event to appear in Workforce. If the field is empty, the event will not be displayed.
      Note:
      Because the agent schedule administrator can select any fields from the Task Table for the Start Date Field and the End Date Field, it is possible that the end date may be earlier than the start date. In this event, the task is displayed on the agent calendar between the two points in time.
      Script Use advanced scripts to create the event configuration.
      Note:
      This field is available when the Scripted value is selected from the Setup field.
    3. Perform one of the following actions:
      • If you created the configuration from an existing configuration, click Update.
      • If you created a new configuration, click Submit.