Calendar Overview

Users can create and share multiple personal or team calendars in Agent Desktop 2.0, or even import external calendars in iCal format. Calendars can be made public to all users within your organization, enabling custom holiday or team event schedules.

Beyond showing dates, the Agent Desktop 2.0 Calendar serves multiple purposes:

• Schedule and edit events and appointments
• Reassign events to other contact center users
• Set reminders
• Facilitate follow-ups to customers

Users in contact centers with Workforce Management (WFM) enabled may see their shifts highlighted in the Calendar. The My Requests interface tab allows users to submit time-off requests, manage pending requests, and view available time off. When shift trading is enabled for your organization, the Shift Trade interface tab allows users to exchange shifts directly with other agents or use the Trade Board to find and post available trades.

Articles

The following is a list of articles in this section:

• Settings
• Calendar Views
• Reminders
• Shift Trades

Tutorials

Learn more about using the Calendar with the following tutorials:

• How to Edit Existing Events
• How to Open the Calendar
• How to Schedule an Event
• How to Submit a Time-Off Request
• How to Trade a Shift
• How to Use the Shift Trade Board