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Using the Calendar

Your Agent Desktop is equipped with a calendar where you can schedule various tasks and events related to your work, such as follow-up calls with customers. You can configure your calendar to provide reminders for such scheduled events.

How to Open the Calendar

To open the calendar, click Calendar in the Active Communication List. The calendar view will open in the Context Information Area. You can use the standard controls above the calendar grid to switch between the day, week, and month views, to move to other dates in the past (<) or in the future (>), and to return to the view containing the current date (today). The current date will have a pink background.

Calendar

How to Schedule an Event

Follow these steps to add items to the calendar.

1. Select the desired time slot. A panel on the right will display event properties.
2. Enter a title for your event.
3. The time of the event will correspond to the position and duration of the time slot selected in the calendar grid. You can adjust this time using the When fields.
4. Adjust the time zone if necessary.
5. If your event is a scheduled call to a known contact, you can specify the contact’s Name, Phone number, and/or Email address.
6. You can add a free-text Note describing the event.
7. Specify how far in advance you would like to be reminded about the event.
8. Click the Save button. The new event will appear in the calendar highlighted in blue color.

You can also use the calendar to schedule follow-up activities in the context of your present customer interactions directly from the Contact Info Panel. For more information, see section How to Schedule a Follow-up Activity.

How to Edit Existing Events

You can use the following methods to edit existing events:

• To reschedule an existing event, drag it to the new desired time slot directly in the calendar grid.
• To change the even duration, drag the = symbol at the bottom of the event up or down.
• To edit other event properties, including its title, click the event. Its current properties will be displayed in the panel on the right. Hover over the property you wish to change and click the icon.
• To mark your event as completed, click the event and select the completed checkbox. Completed events will be shown in green color.
• To delete an event, click the Delete button.

Note that your supervisors can view and edit your personal calendars, reassign your scheduled tasks and events to other agents, and assign someone else’s tasks to you.

Reminders

You will receive reminders about your scheduled events according to their configured reminder times. A reminder will appear as a pop-up window showing the title and start time of the event.

Calendar event reminder

What you do with reminders is up to you.

• Click Open to review the event information. Note that the event will be automatically marked as completed.
• Click Snooze to be reminded about this event again in five minutes.
• Click Dismiss to close the reminder without any follow-up. Note that the event will be automatically marked as completed.

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