Viewing an agent's calendar

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Viewing an Agent's Calendar

    This feature allows you to view an agent's schedule, availability, personal events, and ongoing tasks, enabling you to better manage resources. The calendar provides insights for a selected day, work day, or week based on agent membership availability. Tasks assigned to an agent are displayed within the calendar slots, with visual indicators for travel and work timings when applicable.

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    Key Features

    • Task Indicators: A horizontal line next to tasks indicates travel and work timings, including estimated and actual times.
    • Resource Filters: As a dispatcher, you can set default resource filters for future sessions, allowing for customized task management.
    • Territory Filter: Assign tasks to agents based on skills, availability, and geographic location.
    • Task SLA Viewing: View task SLAs in the task panel and calendar, including details on SLA stages and breaches.
    • Task Scheduling: Use the option to remove time gaps, ensuring tasks are arranged back to back while honoring required timing.
    • SLA Color Indicators: Task SLAs are represented by color-coded bars in the calendar, indicating their urgency and status.

    Key Outcomes

    By utilizing the calendar feature, ServiceNow customers can efficiently manage agent schedules and task assignments, ensuring better resource utilization and adherence to SLAs. This leads to improved operational efficiency and timely 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. Agents are displayed based on membership availability within the calendar window. If the date falls within the specified range, the agent 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 Reset to default view check box. 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