Using the team calendar

Field service managers can use the team calendar to view a list of agents in their assignment groups and the work order tasks and events that are assigned to the agents.

The calendar displays information by day, work day or week. In the week view, the current day is highlighted in blue. Buttons in the calendar header enable you to search for assignment groups, switch views, and go backward or forward in time. Use the calendar icon to select a specific date or date range or click Today to select the current date.

The team calendar lists the agents in the selected group and displays the work order tasks assigned to each agent. It also displays other events such as case tasks, appointments, and personal time-off.

Managers can customize the settings to set default groups and a default starting view. In the right side panel, managers can also:

• See a summary of details for a selected task or resource
• Use resource filters to display specific agents or skills
• Use toggles to customize events displayed on the calendar
• Create events

To gain full Workforce access, managers must hold the 'wm_manager' role and actively manage a 'wm_work' assignment group. Without these roles, managers don't have access to essential functionalities like viewing agent details and managing events and workflows.

An administrator can configure the events shown in the Team Calendar by navigating to All > Agent Schedules > Event Configuration

Note:

If Workforce Optimization is installed and activated, events are view only. Use Manager Workspace in Workforce Optimization to create and edit events.

• Managing agents and agent groups on the team calendar
  View agent events, add events for agents in your assignment group, and search agents and agent groups using the team calendar. You can also add or edit agent skills and schedule and view or reassign work order tasks.