Using the team calendar

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.

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 agents, switch views, and go backward or forward in time. You can select a specific date or date range or click Today to select the current date.

Field service users with the wm_basic role have access to the team calendar, where they can view a list of agents along with the work order tasks and events assigned to each agent.

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

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

Based on the group visibility permissions, agents can view the list of the members their group and their group members' schedules.

An administrator can Configure Workforce to customize the team calendar, set system properties for group and territory views, increase visibility for better coordination, and allow users to switch between viewing assignment groups and territories.

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, and search agents and agent groups using the team calendar. You can also add or edit agent skills.
• Create a personal event
  Enable agents and managers to efficiently schedule events, including time off and appointments, through Workforce. Additionally, managers have the capability to organize meetings.
• View personal events on the Team calendar
  View events, such as agent time off, agent appointments, and meetings using Workforce.