Understanding a Scheduler's Operational Data

Anne Rosebery

The Operational Data of a Scheduler includes managers, agents, event types, availability, and overrides. These appear at the bottom of the scheduler screen.

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Managers

Managers are added and removed from the Managers area. Managers have access to modify the Scheduler’s Operational Data and all other actions related to this Scheduler.

New users can be created from the Managers area if the desired user does not exist.

Agents

Agents are added and removed from the Agents area. In addition to giving agents access to the Queue application, Agents also have access to look at Tech Bar metrics from the settings screen.

As with managers, if the desired agent does not exist, the user can be added from this section.

Event Types

Event Types correspond to options picked by the end user when creating their reservation / appointment. Each Scheduler must have at least one Event Type. Event Types also define durations of time; each appointment is a multiplier of the Time Interval setting of the Scheduler.

Examples: If the Time Interval is 60 minutes, Event Types can be 60 minutes, 120 minutes, 180 minutes, etc.

If the TIme Interval is 15 minutes, Event Types can be 15 minutes, 30 minutes, 45 minutes, etc.

Tip: If only one event type is defined, it will be automatically selected for the user during scheduling activities. If more than one event type is active, the user will choose one from a list. Be sure to name event types so they are clear to end-users.

Tip: Statistics are collected each day for each scheduler. To ensure no appointments are missed from statistics, first deactivate the event type for a period of time to ensure no reservations are outstanding for the event type, then delete the event type.

Availability

Availability defines when scheduled appointments are available and how many concurrent agents are available for scheduling. There is no direct correlation between Agents and available scheduled appointment slots; one Scheduler Component might allow for 1 slot although 10 agents are identified, and another could identify 10 slots and 10 agents. This flexibility allows managers to plan their availability based on known usage patterns that include unscheduled work, vacations, sick time, and other criteria as well as schedule appointments and number of Agents.

The start and end times identify when the first appointments of the day can be scheduled, and when the last appointment should end. These times do not have to coincide with the Tech Bar’s opening and closing hours.

Availability configurations identify a start time, end time and simultaneous slot count. There can be multiple entries for each day to support different capacities. Days without an entry have no availability. Any times with overlapping values are additive.

Availability Overrides

Availability overrides provide the ability to change the available simultaneous slots for a given date. These can be used to identify holidays, when there is no available appointments, or times when there are less available resources, such as vacations or illness, or to provide surge capacity.

If there is any override for a given date regardless of the timeframe, the normal Availability record(s) for the day do not apply; overrides replace the day’s availability entirely.

The list is presented in descending date order and past records are hidden. To show older records, click the checkbox ‘Show Past Overrides’.