Manage meetings (Meetings tool)

When you open Meetings, the week view is shown with the current week selected.

1. Apply filters to display meetings. See how to filter below.
2. Select a date in the calendar or browse with the arrows.
3. Change to the preferred view; Month, Week, Work week, Day, or Agenda.

You must filter the view to show planned meetings. The view is automatically updated when you add a filter.

• Select one or more of the following parameters to show meetings:

  • Sites, teams or persons in the Participants filter field.
  • Users in the Created by filter field. The logged in user is shown at the top of the list.
  • Activities in the Activity filter field.
  • Recurring meeting or single meeting in the Type of meeting filter field.

1. Ensure to select the time zone in which to create the meeting.
2. Click New meeting and select Meeting, or double-click the time and day for which you want to create the meeting.
3. Enter a Title. This field is required to save the meeting.
4. Adjust the start and end time and select the date. 30-minute increments are listed as suggestions, but you can enter any time manually.

5. Select an Activity for the meeting.

   EXAMPLE   Create a meeting and select the “Team meeting” activity to clarify the purpose of the meeting.

   The list of available activities contains the activities that are contract time but not connected to a skill. The selected activity is shown when looking at shift details.

6. Enter a Location.

7. Select Participants by choosing sites, teams, or persons.

   • If you want to select participants based on their skills, click the Filter button and select skills or skill groups.
   • Click the Participants field, and then select sites, teams, or persons.
   • The persons you select are shown in the Participants field.
   • Click the X to exclude a person from the meeting.

   If you have an external list of participants, you can copy and paste them to include them in the meeting. See the section Import participants from an external list below for more information.

8. Enter a meeting agenda in the Agenda field. The agenda is visible to the participants. If you add a URL, they can click it to easily access it.
9. Enter an Internal note if needed. Internal notes are only visible for users with permission to Meetings.
10. Click Save.

NOTE   A warning is shown if the meeting covers any non-overwritable activities for the selected participants. You can choose to keep or move the non-overwritable activities for the participants.

1. Ensure to select the time zone in which to create the meeting.
2. Click New meeting and select Meeting, or double-click the time and day for which you want to create the meeting.
3. Enter a Title. This field is required to save the meeting.
4. Adjust the start and end time and select the date. 30-minute increments are listed as suggestions, but you can enter any time manually.

5. Select an Activity for the meeting.

   EXAMPLE   Create a meeting and select the “Team meeting” activity to clarify the purpose of the meeting.

   The list of available activities contains the activities that are contract time but not connected to a skill. The selected activity is shown when looking at shift details.

6. Enter a Location.

7. Select Participants by choosing sites, teams, or persons.

   • If you want to select participants based on their skills, click the Filter button and select skills or skill groups.
   • Click the Participants field, and then select sites, teams, or persons.
   • The persons you select are shown in the Participants field.
   • Click the X to exclude a person from the meeting.

   If you have an external list of participants, you can copy and paste them to include them in the meeting. See the section Import participants from an external list below for more information.

8. Enter a meeting agenda in the Agenda field. The agenda is visible to the participants. If you add a URL, they can click it to easily access it.

9. Select a Recurrence and a pattern for the recurrence. The alternatives are:

   • Every day, to repeat every 1 to 10 days.
   • Every workday, to repeat on one or more selected days Monday to Sunday.
   • Every week, to repeat every 1 to 10 weeks and on one or several selected days Monday to Sunday.
   • Every month, to repeat every 1 to 10 months on a selected date of the month or on a selected day of the week in a selected week of the month.
10. Select which date the meeting series Ends. The maximum length of a series of recurring meetings is one year from the first start date.
11. Enter an Internal note if needed. Internal notes are only visible for users with permission to Meetings.
12. Click Save.

NOTE   A warning is shown if the meeting covers any non-overwritable activities for the selected participants. You can choose to keep or move the non-overwritable activities for the participants.

1. Ensure to select the time zone in which to create the meetings.
2. Click New meeting and select 1:1 meeting.
3. Enter a Title. This field is required to save the meeting.

4. Configure the Meeting period. This is the date period for which to schedule 1:1 meetings.

   NOTE   If you want to schedule for example one 1:1 meeting per calendar week, select the first day of the week as the start date.

5. Configure during which Time of day to schedule the 1:1 meetings.
6. Select the Meeting length to use.

7. Select an Activity for the meeting.

   EXAMPLE   Create the meeting and select the 1:1 meeting activity to clarify the purpose of the meeting.

   The list of available activities contains the activities that are contract time but not connected to a skill. The selected activity is shown when looking at shift details.

8. Enter a Location.

9. Select Participants by choosing sites, teams, or persons.

   • If you want to select participants based on their skills, click the Filter button and select skills or skill groups.
   • Click the Participants field, and then select sites, teams, or persons.
   • The persons you select are shown in the Participants field.
   • Click the X to exclude a person from the meeting.

   If you have an external list of participants, you can copy and paste them to include them in the meeting. See the section Import participants from an external list below for more information.

10. Select a Host for the meeting. This is the person with whom the participants have their 1:1.
11. Enter a meeting agenda in the Agenda field. The agenda is visible to the participants. If you add a URL, they can click it to easily access it.

12. Select how often the 1:1 meetings should Recur.

    EXAMPLE   Schedule one 1:1 meeting every other week by selecting "1 time every 2 weeks".

13. Enter an Internal note if needed. Internal notes are only visible for users with access to the Meetings tool.

14. Click Save.

    NOTE   If all occurrences cannot be scheduled for all selected participants, a message with the number of occurrences that cannot be saved is shown for each participant. Click the message to expand it and show more details. You cannot save the meeting until those issues are addressed. Make adjustments to for example the meeting period, the meeting length, the list of participants or the recurrence frequency to solve the issues and then click Save again.

E-learning sessions are scheduled on activities that are connected to a skill, and at the times where they have the least negative effect on the staffing levels.

NOTE   You can schedule e-learning sessions for the next seven weeks, because that is the period for which detailed staffing information is available.

BEST PRACTICE   It takes up to one hour for changes in the Schedules module in the WFM client to update the staffing information in the web. Therefore, if changes are made in the Schedules module that significantly affect the staffing levels, wait one hour or confirm that the staffing information in the web tools matches the staffing information shown in the WFM client Schedules module before you schedule the e-learning sessions.

1. Ensure to select the time zone in which to add the e-learning sessions.
2. Click New meeting and select E-learning.
3. Enter a Title. This field is required to save the e-learning.
4. Configure the Meeting period. This is the date period for which to schedule the e-learning. The selected agents will get one e-learning session each during this period.

5. Configure during which Time of day to schedule the e-learning.

   You can set different times for the days of the week if needed. Turn off the Same time for all days toggle and set the time period for each day of the week. Turn off the toggle for a day to exclude that day completely.

6. Select the Meeting length to use for the e-learning sessions.

7. Enter a Minimum continuous work time to ensure that agents spend a minimum amount of productive time on an activity before and after e-learning sessions. This setting is optional.

8. Select an Activity for the meeting.

   The list of available activities contains the activities that are contract time but not connected to a skill. The selected activity is shown when looking at shift details.

9. Select Participants by choosing sites, teams, or persons.

   • If you want to select participants based on their skills, click the Filter button and select skills or skill groups.
   • Click the Participants field, and then select sites, teams, or persons. The persons you select are shown in the Participants field.
   • Click the X to exclude a person from the meeting.

   If you have an external list of participants, you can copy and paste them to include them in the meeting. See the section Import participants from an external list below for more information.

10. Add Thresholds to set a staffing level limit for scheduling e-learning sessions.

    1. Click in the Thresholds field and then click to select the skills for which to check the staffing levels. The skills assigned to the selected participants are shown in the Participant skills section.

       NOTE   If the agents are cross-skilled, scheduling e-learning for the participants might indirectly affect the staffing levels on other skills.

    2. Enter the Critical understaffing threshold value for each selected skill. This means that an e-learning session will not be scheduled if it would cause the staffing level to go below the threshold value.
11. Enter a meeting agenda in the Agenda field. The agenda is visible to the participants. If you add a URL, they can click it to easily access it.
12. Enter an Internal note if needed. Internal notes are only visible for users with access to the Meetings tool.
13. Click Save.

14. In the Meeting series view, follow up on the e-learning sessions you scheduled. If the status is Succeeded, all selected agents were scheduled with an e-learning session.

    If a warning is shown, e-learning sessions could not be scheduled for all selected agents. The most common reason is that the agent does not have a shift scheduled within the meeting period, for example because they are on leave.

    • Click Show details to show for which agents the e-learning could not be scheduled.

      The Reason column contains information for each agent on why e-learning could not be scheduled for them. This helps you understand what adjustments that are needed to try to reschedule those agents.

    • On the Unscheduled agents tab, select the agents to try to reschedule and click Reschedule.
    • Adjust the Meeting period or the Time of day and click Save for a new attempt to schedule e-learning sessions for the agents.

1. Click the meeting to edit.
2. In the new window, click Edit.
3. If this is a recurring meeting, select which meetings you want to edit.
   • This instance—Update meeting details only for this instance. This instance will then no longer belong to the series. It can then only be updated by editing this specific meeting. It is not updated when editing the series.
   • Entire series—Update meeting details for all meetings in the series, including previous instances.
   • This and following—Update the selected meeting and all the following meetings in the series, but keep earlier meetings in the series as they are.
   • This day and following for all participants—Update all 1:1 meetings in the series that are scheduled on this day or any of the following days in the meeting period, but keep earlier meetings in the series as they are.
4. Click Edit.
5. Update the meeting with the new details.
6. Click Save.

If you have an external list of participants, for example in Microsoft Excel, you can copy and paste them to include them in the meeting. The participants must belong to a team to be possible to import.

1. Click the import button.
2. Copy the participants' names or email addresses from the external list and paste them to the import field. The names or email addresses must be separated by semicolons.
3. Click Check names.
   • For every name or email address which can be matched to a user in Calabrio WFM, the user is added to the second field.
   • If there are any names or email addresses that cannot be matched, a message is shown to highlight that.
4. Click Import to add the participants to the meeting.

1. Click the meeting to delete.
2. In the new window, click Delete.
3. If this is a recurring meeting, select which meetings you want to delete.
   • This instance—Delete only this instance. This instance will then be deleted from the series.
   • Entire series—Delete all meetings in the series, including previous instances.
   • This and following—Delete this meeting and all the following meetings in the series, but keep earlier meetings in the series as they are.
   • This and following for this participant—Delete this 1:1 meeting and all the following meetings in the series for the selected participant.
   • This day and following for all participants—Delete all 1:1 meetings in the series that are scheduled on this day or any of the following days in the meeting period, but keep earlier meetings in the series as they are.
4. Click Delete to confirm that you want to delete.

Select several meetings and delete them all at once in the Agenda view. If a selected meeting belongs to a series, only the selected instance of the meeting is deleted. The other meetings in the series are not affected.

1. Click the menu in the top right corner to select the Agenda view.
2. Select the month to work with.
3. Select the check boxes for the meetings to delete. If you want to select all the meetings for that month, click Select all.
4. Click Delete selected.
5. Click Delete to confirm.