Calendar and scheduling

A Workspace Work Schedule can be defined for a Workspace and for individual Agents. Regular working hours, days off, and holidays can be defined by the Workspace Administrator.  Escalation rules can be configured to follow the calendar. Holidays and exceptions to the regular schedule are also defined here. In addition, administrators can set a schedule for a second shift.

Select Administration | Workspace | Calendar and Scheduling | Work Schedule to access the administrative options for these features.

Schedules are created for the entire Workspace and for individual Agents. The corporate schedule, as reflected in the Workspace Work Schedule, can be tied to the Agent schedule for company holidays, or separated if Agents need to be available to work when the organization is officially closed. These options can be defined as follows:

• Define Work Schedule for Workspace and Individual Agents—The work schedule for the Workspace default and for individual Agents can be defined here, including normal working days and hours, vacations, and holidays. Select the Workspace or an agent from the drop-down, click Add, and proceed to:
  • Manage the Workspace Schedule or
  • Manage the Agent Schedule
• Define options for Availability—The following options are available for determining availability of Agents throughout BMC FootPrints Service Core:
• Auto Check Availability—If enabled, the availability of assigned Agents is automatically checked when creating or editing Issues based on the current date/time or based on the value in a date/time field (such as Work Scheduled Date)
• Date Fields for Availability—When viewing the availability matrix from the Create Issue, Edit Issue, or Appointment page, one or more date or date/time fields can be used as criteria for determining Agent availability in addition to the current date/time. Select the fields to be included.

Type in your password to save changes and click Save.

Using availability with Round-robin team assignment

In addition to using Agent availability when creating appointments or assigning Agents to Issues manually, Agent availability can be taken into account when auto-assigning Issues using the Round-robin Team Assignment feature. When enabled, this option assigns each Issue that is assigned to the Team to the next available Team member in the list. It is applied when Issues that are assigned to a Team manually, via auto-assignment, and via an Escalation rule.  Refer to Round-robin Team Assignment for more information.