How to Configure Operator Calendars?

Configuring calendars allows you to create work schedules and assign them to operators for tracking schedule compliance and calculating SLA metrics. Calendars define work days, work hours, weekends, and holidays.

When You'll Need This

  • You need to configure work schedules for operators.
  • You need to assign a calendar to an operator for tracking schedule compliance.
  • You need to configure a calendar for calculating SLA metrics in tickets.
  • You need to define work days, work hours, and days off.

What's Important to Know

  • Calendar — configuration of work days and hours used for calculating SLA metrics and tracking schedule compliance.
  • Operator work schedule — calendar assigned to a specific operator for monitoring their work schedule compliance.
  • SLA metrics — calendars are used for calculating SLA metric expiration time in tickets, taking into account work days and hours.
  • JSON configuration — calendars are configured through JSON format, allowing flexible definition of work days and hours.

Before You Start

  • You are logged in with supervisor or administrator rights.
  • You have access to operator panel settings.

Step-by-Step Instructions

1. Open Calendar Settings

  1. Go to the Settings module through the menu or directly at /settings-page.
  2. In the side menu, find the "OperatorPanel" or "Operator Panel Settings" section and expand it.
  3. Find the "Calendars" or "Calendars" section and click on it.
  4. A page with a list of existing calendars opens.

2. Create New Calendar (if needed)

  1. On the calendars page, click the "Add Calendar" or "Create Calendar" button.
  2. Fill in basic parameters:
    • Calendar name — enter a name (for example, "9-18 Work Schedule", "Night Shift").
    • Description — add a calendar description (optional).
  3. Configure work days and hours through JSON configuration (detailed instructions are usually provided in the interface or technical documentation).
  4. Save the calendar.

3. Assign Calendar to Operator

  1. Go to Settings → Users.
  2. Find the operator who needs to be assigned a work schedule.
  3. Open the operator profile for editing.
  4. In the operator profile, find the "Work Schedule" or "Work Schedule" field.
  5. Select one of the available calendars from the list.
  6. If the required calendar does not exist, first create it in the Settings → Calendars section.
  7. Save changes.

4. Check Indicator Display

  1. After assigning a calendar to an operator, go to the operator information panel in the OperatorLine module.
  2. On the information panel (section "Operator Statuses"), check indicator display:
    • Green badge "Online" — operator is working according to schedule (on hover: "Working according to schedule").
    • Green "Online" + yellow "Outside Schedule" — operator is working outside work hours (on hover: "Operator is working outside work hours").
    • Blue "Offline" + red "Expected on Shift" — operator is offline but should be on shift according to schedule (on hover: "Operator should be on shift").
    • Blue "Offline" — operator is offline outside schedule (normal, no additional indicators).

5. Update or Change Operator Calendar

  1. If you need to change an operator's work schedule, return to Settings → Users.
  2. Open the operator profile and change the calendar in the "Work Schedule" field.
  3. Save changes.
  4. Indicators on the information panel automatically update according to the new schedule.

Understanding Schedule Compliance Indicators

On the operator information panel, indicators are displayed that show the correspondence of operator status to their work schedule:

  • Green "Online" — operator is online and working according to their schedule (all good).
  • Green "Online" + yellow "Outside Schedule" — operator is online but working outside work hours according to their schedule (potential anomaly).
  • Blue "Offline" + red "Expected on Shift" — operator is offline but should be on shift according to schedule (anomaly — absence).
  • Blue "Offline" — operator is offline outside schedule (normal — not work hours).

If no schedule is assigned to an operator, a standard status (Online/Offline) is displayed with a tooltip "No schedule assigned" on hover.

Real-Time Updates

Indicators automatically update every few seconds, displaying current operator status and their schedule compliance. The system automatically compares the current operator status with their scheduled work schedule and shows corresponding indicators.

What Happens Next

Calendar is assigned to operator:

  • Indicators showing operator status correspondence to their schedule are displayed on the information panel.
  • Supervisors can quickly detect anomalies (absence on shift, work outside schedule).
  • The system uses the calendar for calculating SLA metrics in tickets, taking into account work days and hours.
  • Operators can see their work schedule (if this is available in their interface).

How to Verify Everything Worked

  • Check that the calendar is created and displayed in the calendars list.
  • Check that the calendar is assigned to the operator in user settings.
  • Check that schedule compliance indicators are displayed on the operator information panel.
  • Check that indicators update in real time when operator status changes.

Important Notes

  • 📅 Flexibility: Calendars are configured through JSON, allowing flexible definition of work days, work hours, days off, and holidays.
  • ⏰ SLA metrics: Calendars are used for calculating SLA metric expiration time, taking into account only work hours.
  • 👁️ Monitoring: Visual indicators allow quickly detecting anomalies in team work (absence on shift, work outside schedule).
  • 🔄 Automatic updates: Indicators update automatically, so you always have current information about schedule compliance.
  • ⚡ Optimization: Monitoring schedule compliance helps optimize workload distribution, improve discipline, and manage the team more effectively.