Users with the agent schedule administrator role can create personal events that appear on an agent's personal calendar.

Before you begin

Role required: agent_schedule_admin

About this task

Agents and technicians typically add personal events to their own calendars.

Procedure

  1. Navigate to All > Agent Schedule > Agent Personal Events.
  2. Select the personal schedule for the desired agent.
  3. In the Schedule Entries related list, select New.
  4. Fill in the fields on the Schedule Entry form, as necessary.
    Table 1. Schedule Entry form
    Field Description
    Name The name of the event.
    Type The type of event:
    • Time off
    • Appointment
    • Meeting
    • Phone call
    • Excluded
    • On call
    • Time off - in approval
    • Time off - rejected
    Show as Show this event on the agent's personal calendar as one of the following:
    • Busy
    • Free
    • Tentative
    • On call

    Select Busy to exclude the block of time from agent availability calculations for the auto- assignment and the case assignment workbench.
    When The start date and time of the personal event.
    To The end date and time of the personal event.
    All day Enable this check box if the event lasts all day.
    Repeats Create a repeating event by selecting the frequency. Depending on the selection, other fields are required to complete the frequency information.
    • Doesn’t repeat
    • Daily
    • Every Weekday (Mon-Fri)
    • Every Weekend (Sat, Sun)
    • Every Mon, Wed, Fri
    • Every Tue, Thu
    • Weekly
    • Monthly
    • Yearly
    Repeat every Enter a number for the frequency of the repeated event.
    Repeat on For weekly events, select a day of the week.
    Monthly type For monthly events, select one of the following. These selections use the day and date in the When field as the basis for repetition.
    • Day of the month
    • Day of the week
    • Last day of the month
    • Last week of the month
    Yearly type For monthly events, select one of the following:
    • Day of the year: This selection uses the day and date in the When field as the basis for repetition.
    • Floating: For this selection, complete the Float week, Float day, and Float month fields.
    Repeat until Select a date for the end of the repeated event.
    Float week For a floating yearly repeating event, select the week.
    Float day For a floating yearly repeating event, select the day.
    Float month For a floating yearly repeating event, select the month.
  5. Select Submit.