Create a personal event for an agent or technician
Users with the agent schedule administrator role can create personal events that appear on an agent's personal calendar.
Before you begin
Role required: agent_schedule_admin
About this task
Agents and technicians typically add personal events to their own calendars.
Procedure
Navigate to All > Agent Schedule > Agent Personal Events.
Select the personal schedule for the desired agent.
In the Schedule Entries related list, select New.
Fill in the fields on the Schedule Entry form, as necessary.
| Field | Description |
|---|---|
| Name | The name of the event. |
| Type | The type of event:- Time off - Appointment - Meeting - Phone call - Excluded - On call - Time off - in approval - Time off - rejected |
| Show as | Show this event on the agent's personal calendar as one of the following:- Busy - Free - Tentative - On call Select Busy to exclude the block of time from agent availability calculations for the auto- assignment and the case assignment workbench. |
| When | The start date and time of the personal event. |
| To | The end date and time of the personal event. |
| All day | Enable this check box if the event lasts all day. |
| Repeats | Create a repeating event by selecting the frequency. Depending on the selection, other fields are required to complete the frequency information.- Doesn’t repeat - Daily - Every Weekday \(Mon-Fri\) - Every Weekend \(Sat, Sun\) - Every Mon, Wed, Fri - Every Tue, Thu - Weekly - Monthly - Yearly |
| Repeat every | Enter a number for the frequency of the repeated event. |
| Repeat on | For weekly events, select a day of the week. |
| Monthly type | For monthly events, select one of the following. These selections use the day and date in the When field as the basis for repetition.- Day of the month - Day of the week - Last day of the month - Last week of the month |
| Yearly type | For monthly events, select one of the following:- Day of the year: This selection uses the day and date in the When field as the basis for repetition. - Floating: For this selection, complete the Float week, Float day, and Float month fields. |
| Repeat until | Select a date for the end of the repeated event. |
| Float week | For a floating yearly repeating event, select the week. |
| Float day | For a floating yearly repeating event, select the day. |
| Float month | For a floating yearly repeating event, select the month. |
- Select Submit.