• 5.19

Schedule an Event

The calendar enables the ability to schedule events. It's possible to schedule an event as a stand-alone action or during an active contact session. It's possible to use the calendar to schedule follow-up activities during an active contact in the context of active chat interactions directly from the Contact Info Panel. For more information, see the tutorial on How to Schedule a Follow-up Activity.

Scheduling properties

Clicking any of the date or time areas of the calendar opens a panel on the right displaying editable event properties.

Event properties.

Title

Type the name of the event title. It can be a combination of letters, numbers, or special characters.

Save

Clicking the Save button saves the event to the calendar.

Cancel

Clicking the Cancel button cancels the creation of an event.

Date

There are two Date boxes, one for the start date and the second for the end date. Clicking on each populates a calendar dialog. Clicking on a date in the calendar dialog populates the Date box. It's possible to enter date information as MM/DD/YY.

Time

There are two Time boxes, one for the start time and the second for the end time. Clicking on each enables the ability to edit them manually. Each time should have AM or PM appended to the end. There are no spaces between the digits of the time and the AM or the PM.

Timezone

By default, the Timezone field displays as local. Local is set up during the initial contact center configuration. Clicking on the word local produces a drop-down list containing additional time zones. Clicking on a time zone from the list sets the event to the new time zone.

Reminder

The Reminder field provides the option to choose various time lengths to send a reminder to the agent before the event. Time is available in minutes, hours, and days.

Summary

The Summary field is a free-form space to record notes, important information, case numbers, and more.

Details

The Details field holds the number of screen pops for the contact, active contact session, or event. Clicking on it lets the agent see the information on each screen pop when chosen.

Completed

The Completed field, when checked, shows the event has finished. This field automatically checks itself when the event time passes. An agent can manually check it if needed.

Mark

Clicking the plus marks enables an agent to add contacts to the event. Two options appear after clicking it.

• Search contacts - enables the agent to search from the contact center's list of contacts in the Lookup feature.
• Enter manually (or directory) - enables an agent to type a name. A match may or may not populate. If no match appears, the agent can choose to check the box next to Create contact.

	Choosing a contact from the list or manually entering a new one attaches them to the event.

Contact information

Clicking the contact on drop down displays a list of contact methods.

Choose from the following methods when scheduling an event with a contact:

• Phone number
• Email address
• Messenger

	For a list of supported messenger channels, see https://help.brightpattern.com/Messenger-integrations.

See also:

---

• How to schedule a follow up activity