Use the agent calendar

Users with the agent calendar user role can add events to their personal calendar and configure the calendar to show or hide different types of events.

Related concepts

• Configuring an agent calendar
• Managing agent calendar

Add an event to the agent calendar

Users with the agent schedule user role can add events to their personal calendar.

Before you begin

Role required: agent_schedule_user

Procedure

1. Navigate to your calendar.
   • Customer Service > My Schedule
   • Field Service > Agent > My Schedule
2. Double-click a timeslot or click and drag over a timeslot on the calendar to open the New Event form.

   Figure 1. Agent schedule

   

3. Fill in the fields on the New Event form, as necessary.

   Table 1. New Event form fields and descriptions

   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.
   Time zone	[Read only] If an agent has selected a specific time zone in their user profile, that time zone is displayed here and is used as the time zone for this event. Subsequent changes to the Time zone field in the user profile do not change the time zone designation for this event.
   Repeats	Create a repeating event by selecting the frequency. Depending on the selection, other fields are required to complete the frequency information. Does not 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.

4. Click Submit.
   The new event appears on the agent calendar and also in the Schedule Entries related list on the Agent Personal Schedule form.

Move an event on the agent calendar

Users with the agent schedule user role can move events on their personal calendar.

Before you begin

Role required: agent_schedule_user

Procedure

1. Navigate to your calendar.
   • Customer Service > My Schedule
   • Field Service > Agent > My Schedule
2. Use one of the following methods to move an event.

   Option	Description
   Click an event and drag it to a new day or time	The When and To fields in the event record are updated with the new information.
   Double-click an event to open the event record	Change the date and time information in the When and To fields and click Submit. The event appears on the calendar in the new location.

Show or hide event types on the agent calendar

Users with the agent schedule user role can personalize their calendar and show or hide different types of events.

Before you begin

Role required: agent_schedule_user

Procedure

1. Navigate to your calendar.
   • Customer Service > My Schedule
   • Field Service > Agent > My Schedule
2. Click the configuration icon () in the calendar header to display the Schedule Configuration menu.
3. Enable or disable the switches for the different types of events.
   An option is enabled when the switch is moved to the right and appears with a green background.
4. Click the configuration icon () again to hide the Schedule Configuration menu.
   The calendar displays the enabled task types.