Zoho FSM | Dispatch Console Calendar

Dispatch Console Calendar

In the Calendar view, you can view all the appointments to which service resources have been assigned, Holidays in the organization, and the Time Off taken by the resources. You can view all the service appointments on a day irrespective of the service resources or territories. You can also see the details using the Month, Week, Day, and List views.

Calendar Filters

Appointment Date/Time: In this filter, if you select Schedule, then the entries for service appointments will be shown at the times that correspond to their Scheduled Date/Time. If you select Live, then the entries for service appointments will be shown at the Actual Date/Time of the service appointments if there is an Actual Date/Time present for the service appointment, else they will be shown at the times that correspond to their Scheduled Date/Time. Service appointments will have an Actual Date/Time only after the work has started, i.e. for service appointments with status In Progress or after.


 
Time Interval: This filter will allow you to select different time intervals for viewing the service appointments:
  1. Month
  2. Week
  3. Day
  4. List
Based on the time interval, the value in the date picker in the middle of the calendar view will change.


 
Click on to use the following filters. Depending on the data you want to see, select or uncheck the respective checkboxes.


 
Service Appointments: Click to change the filter criteria. Click Edit and change the filters as required and click Apply. For any date filter selected, the date range considered will be the one chosen in the date picker in the middle of the calendar view.
 
Service Resources: Click to change the filter criteria. Select the service resources whose service appointments you want to view. Click Edit and choose additional filters as required and click Apply.
 
Time Off: All the time off taken by the service resources will be listed. Unselect the checkbox if you do not want the time off entries to be listed in the calendar.
 
Holiday: All the holidays added in the organization will be listed. Unselect the checkbox if you do not want the holidays to be listed in the calendar.

You can also see these filters in a side pane on the right side. The filters will be displayed either in a side pane on the right or as an icon, depending on the width of the calendar area.


Calendar Settings

There are certain settings that you can configure in the Calendar view of the dispatch console. Click on the Settings [    ] icon in the top right corner to see these options:
  1. Maintain Scroll across dates: Use this to maintain the scroll position across dates; otherwise, the scroll will revert to the start of the business hours. This is applicable only for the Week and Day views.
  2. Show all events of a day: If you enable this, all the service appointments for a day will be shown in the Month view; otherwise, only two service appointments will be shown with the +more option.

Create an appointment through drag and drop

You can create service appointments in the following ways:
  1. Drag and drop a work order
  2. Drag and drop a service of the work order 
To create an appointment through drag and drop:
  1. Click Create in the Work Orders List.
    Work orders can also be created from the Work Orders module.



  2. In the Create Work Order overlay, enter the necessary details and click Save.
    The work order will be created and listed in the Work Orders List. You can now create service appointments for this work order.

Drag and drop a work order

  1. Drag and drop the work order to the desired point in the Calendar that corresponds to the time for which you want to schedule the appointment.
    When you select the work order, all its services will be automatically selected. You can uncheck the services you want to exclude from the appointment.



  2. In the Create Appointment overlay, the following details will be populated, which you can change if required.
    1. Service
    2. Summary
    3. Scheduled Start/End Date Time
  3. Select a Service Resource (Agent or Crew)
  4. Click Schedule or Schedule and Dispatch to continue.

Drag and drop a service of the work order

  1. Drag and drop the service to the desired point in the Calendar that corresponds to the time for which you want to schedule the appointment.



  2. In the Create Appointment overlay, the following details will be populated, which you can change if required.
    1. Service
    2. Summary
    3. Scheduled Start/End Date Time
  3. Select a Service Resource (Agent or Crew)
  4. Click Schedule or Schedule and Dispatch to continue.
 
Note:
As shown in the screenshot below, you can drag and drop by clicking anywhere in the row corresponding to the work order or service.
 

Create Appointments from Calendar

You can create appointments directly from the Calendar. To do so:
  1. Click on the point in the Calendar that corresponds to the time for which you want to schedule the appointment.
  2. In the Create Appointment overlay, choose the work order for which you want to create the appointment.



  3. In the Create Appointment overlay, the following details will be populated, which you can change if required.
    1. Service
    2. Summary
    3. Scheduled Start/End Date Time
  4. Select a Service Resource (Agent or Crew)
  5. Click Schedule or Schedule and Dispatch to continue.

Reschedule through drag and drop

You can reschedule an appointment in the following ways:
  1. In the Calendar view, drag and drop an appointment to a different time
  2. In the Calendar view, resize the appointment
  3. Drag and drop the appointment from the Service Appointments List to a new time in the Calendar view
  1. In the Calendar view, you can reschedule an appointment by dragging and dropping it to a different time.



  2. In the Calendar view, you can also reschedule an appointment by resizing the appointment. Move your cursor to the bottom edge of the service appointment and when the cursor changes to a downward arrow, resize it to the duration you want for the service appointment.



  3. Lastly, you can reschedule an appointment by dragging and dropping the appointment from the Service Appointments List to a new time in the Calendar view.


After rescheduling, in the Schedule Appointment dialog, make the following changes if necessary and click Schedule Appointment.
  1. Schedule Start/End time
  2. Assigned agent
Click to view the appointment details in a new window.
 


Note:
The drag-and-drop option will be available for appointments in the New, Scheduled, and Dispatched statuses.

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