Manage Service Daily Plans
Last updated
Last updated
Admin Tools -> Service Manager
Managing daily plans requires the Service Operator role.
We create a daily plan for our appointment-based service to determine the required number of calendars to open on specific days.
Each calendar represents an individual agent, thus enabling us to determine the appropriate staffing levels for optimal service provision.
Daily plans for a service are configured for specific dates in the Daily Plans tab of the service details page.
If no service plan is created for a specific working day, a plan can be created automatically if a daily plan template is scheduled.
The following screenshot depicts a service with no active plan for Feb 27. The "Single calendar" template is scheduled for this date and will automatically create a plan and open calendars.
Use the context menu to create a plan for the selected date manually. You can create a plan based on a template, copy the plan from another date, or create a blank plan.
You can create a blank plan and manually add calendars or leave it empty it to prevent Cubu from using a scheduled template and opening calendars on that day.
Once a daily plan is created for a day, the scheduled template is ignored.
To open a calendar on a selected day:
Create a daily plan using one of the context menu options.
Click Add Agent Calendar to add a calendar.
New calendars are created with default settings. The following screenshot depicts a new calendar card:
Each calendar represents a single agent. If you know the agent's identity, you can allocate the agent to the calendar by using the context menu option, "Allocate Agent." Allocating agents to calendars provides several benefits, such as:
Informing agents when and where they are scheduled to work. Allocated agents receive a notification and can view their schedule in the dashboard's "My Week" widget.
Showing the name of the agent on the calendar helps manage multiple calendars.
Warning about conflicts if the agent is allocated to another calendar simultaneously.
Automatically create video meetings as soon as customers check in.
You can also allocate agents to calendars using the Calendar tool.
When a calendar is created, it uses the service's working hours for the selected day. To change the working hours, click Change Working Hours from the calendar's context menu.
Note that if you book appointments in the calendar, you cannot change the working hours in a way that would exclude the appointments from the working hours.
You can temporarily or permanently disable booking for a calendar. Use this option to prevent adding more appointments to a calendar.
Turn off the "Agent booking" switch, to prevent agents from booking appointments using the Calendar.
Turn off the "Self-booking" switch, to prevent customers from booking appointments using the Portal.
You have the option to turn on or off the booking feature directly from the Calendar tool.
The "Target Inbox" is the inbox where new cases are placed when appointments are booked. New calendars use the service's target inbox by default.
To assign a different target inbox for the appointment is a specific calendar:
Choose an inbox from the dropdown.
When an appointment is booked, it is assigned a ticket number. The number is determined based on the appointment time and the calendar's First Number.
Calendars use the service ticket numbering settings by default. If you wish to generate numbers in a different range or with a different prefix/suffix for a specific calendar:
Edit Prefix, First Number, and Suffix.
To prevent booking appointments in calendars where the agent's identity is unknown, uncheck the "Allow booking appointments without allocating an agent" box.
This guarantees that you only book appointments when you know there is an available agent to handle the appointments.
Click the Delete Calendar option from the context menu to delete a calendarTo delete a calendar, click the Delete Calendar option from the context menu.
You cannot delete a calendar if it contains appointments.
If you have a recurring daily plan (meaning you open the same number of calendars with the same settings on multiple days), you can save the plan as a template and reuse it on other days either manually or by scheduling it.
To save a daily plan as a template:
Click the Save as Template option from the plan's context menu
Enter a descriptive name for the template
Check the "Save allocated agents with the template" to automatically allocate the same agents when opening calendars based on the new template.
Click Save.
Click the Edit Settings () button to enter edit mode.
Click the Save Changes button () to save the changes.
Click the Edit Settings () button to enter edit mode.
Click the Save Changes button () to save the changes.
