Checking agent availability

You can view your own availability by clicking the Calendar tab. However, you can also check an agent's or a team's availability for items on the container's calendar, from within an appointment, or from a record you are editing. You can filter the information by selecting a container or an item in that container.

The following topics are provided:

• • To check availability from an appointment
  • To check availability from a calendar
  • To check availability of users from a record
  • To check availability of teams from a record

To check availability from an appointment

1. From the Home page, create an appointment or open one in a calendar for editing.
2. In the Invitees section (located at the bottom of the form):
   
   1. Next to the heading, click the ellipsis (...) at the far right of the field.
      The Select for Invitees field dialog box appears.
   2. Review the users shown in the Selected Users list and modify the list as needed to include the users whose availability you want to review. To add users to the Selected Users list, select them in the Available Users list and click the right arrow to move them to the Selected Users list.
   3. Click Check Availability (located at the top right corner of the dialog box).
      The Availability calendar appears, showing the schedules for the current date (not the Created Date of the ticket). Blue indicates the user is out of the office. Red  indicates the user is booked. No color indicates the user is available. You can view the list by the day or week and scroll to earlier or later times.
   4. Close the Availability form to return to the Appointment form.
3. If you changed the appointment settings, click Save.
   The Calendar page appears, showing the new appointment on the appropriate date.

To check availability from a calendar

1. Click the Calendar tab.
2. (Optional)To check availability for a particular container, do either of the following:
   • To select a container and a specific record type, in the left margin (under the calendar), click the down arrow next to the field that says Personal Calendar and select the appropriate container and record type.
   • To select only a container, below the Linked items section on the appointment form, select Personal & Container, click the down arrow next to the field that says Select Container, and select the appropriate container.
3. In the left pane (under the calendar icon), click Availability.
   The Availability calendar appears, showing the schedules for the current date (not the Created Date of the ticket). Blue indicates the user is out of the office. Red  indicates the user is booked. No color indicates the user is available. You can view the list by the day or week and scroll to earlier or later times.
4. Close the Availability form to return to the Calendar page.

To check availability of users from a record

1. From the Home page, create a record (such as a ticket) or open one in your list for editing.
2. In the Assignees section:
   
   1. Next to the heading, click the ellipsis (...) at the far right of the field.
      The Select for Invitees field dialog box appears.
   2. Review the users shown in the Selected Users list and modify the list as needed to include the users whose availability you want to review. To add users to the Selected Users list, select them in the Available Users list and click the right arrow to move them to the Selected Users list.
   3. Click Check Availability (located at the top right corner of the dialog box).
       The Availability calendar opens, showing all agent schedules for the current date (not the Created Date of the ticket). Blue indicates the user is out of the office. Red indicates the user is booked. No color indicates the user is available. You can view the list by the day or week and scroll to earlier or later times.
   4. (Optional) To remove invitees from this calendar, select the check boxes (located in the first column) next to their names and then click Select Agents.
   5. (Optional) To add invitees, return to the Assignees section and select them.
3. If you changed the assignee settings, click Save.

To check availability of teams from a record

1. On the Home page, create a record (such as a ticket) or open one in your list for editing.
2. In the Assignees section:
   
   1. Next to the heading, click the ellipsis (...) at the far right of the field.
      The Select Assignees dialog box appears.
   2. Review the Teams shown in the Selected Users list and modify it to include the teams whose availability you want to review. To add teams to the Selected Users list, select them in the Available Users list and click the right arrow to move them to the Selected Users list.
   3. Click Check Availability (located at the top right corner of the dialog box).
      The Availability calendar opens, showing all agents of selected team schedules for the current date (not the Created Date of the ticket). You can view the list by day or week. You can scroll to earlier or later times.
   4. (Optional) To add invitees, return to the Assignees section and select them.
3. If you changed the assignee settings, click Save.