Viewing an agent's calendar

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Viewing an agent's calendar

    ServiceNow's agent calendar feature enables dispatchers to view an agent's schedule, availability, personal events, and assigned or in-progress tasks. The calendar can display information for a selected day, workday, or week, showing resource cards for agents based on their group membership and availability within the calendar window. This functionality is available in the Dispatcher Workspace, where resource cards appear on the left side and provide relevant agent details.

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    Key Features

    • Task Scheduling and Indicators: Tasks assigned to agents appear in their calendar slots. A horizontal line on the left side of a task indicates various times such as estimated or actual travel start, scheduled or actual work start, and onsite arrival buffer if enabled.
    • Resource Card Filtering: Dispatchers can filter resources and save these filters as default views to retain selections across sessions. Unsaved changes are discarded when the session ends.
    • Territory Filter: Assign tasks to agents considering their skills, availability, and geographic location using the territory filter icon.
    • Task SLA Visibility: Task numbers link to SLA details, visible in the task panel and calendar, showing SLA stage and breach status. Different colors on the task bar and panel indicate SLA progress: green (below 50%), yellow (50%-75%), orange (75%-100%), red (breached), and gray (paused).
    • Schedule Optimization: The "Remove all time gaps" action rearranges the schedule so tasks occur consecutively while respecting required timing between tasks.

    Key Outcomes

    By utilizing these calendar features, dispatchers can efficiently manage agent workloads, optimize scheduling, and monitor task progress relative to SLAs. This enhances resource utilization and helps ensure timely task completion, improving overall service delivery.

    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.

    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