Viewing an agent's calendar

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Viewing an agent's calendar

    This feature allows ServiceNow dispatchers to view detailed schedules for agents, including their availability, personal events, and assigned or in-progress tasks. The calendar can display information for a specific day, workday, or week, helping dispatchers manage resources effectively within Dispatcher Workspace.

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    Key Features

    • Resource Cards: Display on the left side of the calendar, showing agent details grouped by territory and assignment group. Cards appear only if the agent’s availability falls within the selected date range.
    • Task Visualization: Tasks assigned to agents appear in their calendar slots. A horizontal line on the left side of tasks indicates travel or work start times, with special handling for estimated onsite arrival buffers if enabled in global settings.
    • Resource Sorting: Agents are sorted alphabetically by territory, then assignment group, then resource name, facilitating quick identification of resources.
    • Filter and View Management: Dispatchers can save resource filter settings as default views to persist selections across sessions, or restore previous defaults as needed.
    • Territory Filtering: Enables assignment of tasks based on skills, availability, and geographic location.
    • Task SLA Tracking: Task numbers link to SLA details visible in the task panel and calendar. SLA status is indicated by colored bars and timers reflecting time remaining or breaches, aiding proactive SLA management.
    • Schedule Optimization: The “Remove all time gaps” action rearranges tasks to occur back-to-back while respecting required timing constraints, improving scheduling efficiency.

    Key Outcomes

    By using this calendar view, dispatchers gain comprehensive visibility into agent schedules and task assignments, enabling more effective workload distribution and SLA adherence. Visual indicators for travel, work start times, and SLA stages help anticipate delays and optimize resource utilization. The ability to filter by territory and save preferred views enhances daily operational efficiency and ensures dispatchers can quickly respond to changing demands.

    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. Resource cards are displayed based on membership availability within the calendar window. The resource card shows on the left side of the calendar in Dispatcher Workspace. Resource cards contain information about the resource that belongs to a certain group. If the date falls within the specified range, the agent resource card 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.

    Resources on the calendar in Dispatcher Workspace are sorted alphabetically by territory, then alphabetically by assignment group within each territory, then alphabetically by resource name within each assignment group. Technicians are grouped together by the assignment group and territory they’re assigned to.

    Calendar showing tasks assigned to agents, available agents, and agent schedules for a selected day or week.

    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