Calendar
Last updated
Last updated
The Calendar tool enables agents to book appointments and check in customers.
Using the Calendar tool requires the Agent or Power Agent roles.
Users must also have explicit access to the calendar's organizational units.
Agents can only access their allocated calendars. Power Agents can access calendars in services they have permission to view.
Before using the Calendar tool, you must choose your current organizational unit. The tool only shows calendars in your current unit.
⚒️Selecting Your Current UnitThe following diagram depicts the Calendar tool components:
A daily calendar represents a single agent on a single day. The daily calendar limits the number of appointments customers book to guarantee they do not exceed the agent's capacity.
The Calendar tool can display multiple calendars side-by-side. Each column represents a single calendar.
The following diagram depicts three daily calendars. Each calendar represents a single agent. In this example, two calendars have allocated agents, while the third one is "anonymous":
A calendar without an assigned agent is referred to as an anonymous calendar. While it represents a single agent, the specific identity of this agent remains undetermined.
It's typical to open such calendars for future scheduling without specifying an agent, enabling appointment bookings. Subsequently, once the agent's identity is established, they are allocated to the calendar accordingly.
Agents can view the calendars they were allocated to. Power Agents can view unallocated calendars, allocate agents to calendars, and edit calendar settings such as working hours.
The Calendar tool provides different ways to view the calendars in your current unit. To learn more about calendar views, see:
⚒️Selecting Calendars
