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Managing Calendar Events

The Agent Desktop application is equipped with a calendar where agents can schedule various tasks and events related to their work, such as follow-up calls with customers. For general information about the calendar, see ServicePattern Agent Guide, section Using the Calendar.

In addition to using your own calendar for your personal scheduled events, as a supervisor, you can also view calendars of members of your team and re-assign their scheduled tasks to other agents.

To view an agent’s calendar:

1. Select the desired agent from the directory or from the Agent Metrics View in the right pane. The Contact Info Panel will display the agent management functions.
2. Click the Show Agent’s Calendar button . Agent’s calendar will be displayed in the Context Information Area.

To re-assign a single agent’s task to another agent:

1. Select the desired task in the calendar grid. The panel on the right display the task information and related controls.
2. Click the Assign… button. A dialog window will appear showing the list of agents that this task can be assigned to.
3. Select the desired agent and click Ok.

Sometimes it may be more convenient to reassign all agent’s tasks within a time range in a single step. To re-assign all agent’s tasks to another agent:

1. Click the Reassign by range… button. A dialog window will appear showing the list of agents that this task can be assigned to and time range controls.
2. Specify the desired time range.
3. Select the desired agent.
4. Click Ok.

Calendar event reassignment controls

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