This screen, the Appointment Management screen, allows for a comprehensive view and management of appointments assigned to agents' calendars in call center operations.
General Use and Management
Purpose and General Description
The Appointment Management screen provides a comprehensive view and management of appointments assigned to agents' calendars in call center operations. This screen enables operations managers to control daily planning, reassign appointments, and facilitate management through filtering operations.
Basic View and Structure
All agents are listed on the screen, and the number of active appointments for each agent is displayed.
A search box and filtering options are located at the top.
The list can be filtered directly by agent name, date, or phone number.
Filtering Criteria:
Phone number
Date range
Agent (Authorized person)
Appointments with notes
Appointment Assignment and Management Operations
Drag-and-Drop Method
An appointment in the list can be directly dragged and assigned to another agent.
Assignment via Manage Tab
Multiple appointments can be selected and assigned to a new agent from the "Manage" panel on the right.
Notification System
When an assignment is made to a new agent, a "You have a new appointment" notification is sent by the system.
If a user assigns their own appointment to themselves, a notification may not be displayed as the new entry overwrites the old one.
Appointment Statuses and Additional Information
Each appointment row contains the following information:
Was it reminded?
Scheduled time
Authorized person
Result code
Content of the note, if any
A note icon should appear for appointments with notes. However, due to some temporary system reasons, icons may not be visible.
Technical Notes
The appointment list is manually refreshed, it is not real-time.
Drag-and-drop and management operations can only be performed by authorized users.
This screen works in sync with the calendar module; changes made are automatically reflected on agents' calendar screens.