Agent Dashboard Part 7 - Calendar Events

Updated: June 4, 2024

In our last article, Agent Dashboard Part 6, we covered the "Voice Mails" tab and how to view, listen, and download voice mail messages as well as read their transcripts.

Calendar Event's Navigation Tab



Calendar Events Section

Calendar events are reminders for tasks that need to be completed by an agent. Event reminders are populated on the agent's dashboard at the appointed datetimes.



By default, "Filter For Current & Future Calendar Events" is enabled. This means if no events are scheduled, this page will be empty. To view previously scheduled events, disable this feature and click Filter.

To create a new calendar event, a contact must be in view. First, select a contact from the "Contacts" navigation tab. Then select "View on Dashboard" or "Edit Contact," on the lower right corner of the page. (See below)



If "View on Dashboard" is selected, click the Calendar Events sub tab. (See below)



If "Edit Contact" is selected, click on the calendar icon on the blue menu bar on the right. (See below)



Next, fill in the details of the calendar event.

Calendar events have "Notify On" and "Event Start" datetimes. "Notify On" is a separate time from "Event Start" time. For example, I may need a "Notify On" reminder in the morning for an event that starts in the afternoon. Or perhaps I need a "Notify On" reminder five minutes before the event starts. Only "Notify On" will initiate an audible and visual reminder of the event. (See below)



Click Save to finish.

After the calendar event has been created, it can be viewed on the contact form and on the "Calendar Events" navigation tab.

Upcoming Calendar Event

When a calendar event is set to notify the agent, a pop up alert is displayed on the screen. The alert displays the details of the event. Click Open Contact to view the contact form pop up window or click Show on Dashboard to view the contact on the "Dashboard" tab. From there, the agent is ready to begin their assigned event. (See below)




Next Article: Agent Dashboard Part 8 - Leaderboard