Events include meetings, reviews, training, sick days, breaks, vacation, and testing.

Navigate to Events tab by selecting Main Menu > Planning > Events, so you can add, edit, remove, and filter events.

To create an event:

      1. Click Add Event and complete all the fields in the Event Planning window.


      2. Click Save when all fields are complete.

      3. Click OK in an Add Planning Event confirmation dialog box.

      4. The new event will appear in the Event table.


To edit an event:

  1. Select the event you want to edit.
  2. Click Edit Event.
  3. Make the necessary edits to the event in the Event Planning window.
  4. Click Save when all edits are complete.
  5. Click OK in the Add Planning Event confirmation dialog box.

To remove an event:

  1. Select an event.
  2. Click Remove Event.
  3. The event will be removed from the Event table.

See below for a detailed description of all fields.

Event Type

In the drop-down menu, select an event. Some events include meetings, reviews, training, sick days, breaks, vacation days, and testing.

Event Name

Type the name of the event.

Start Date / End Date

Click the date picker and select a start and end date for the event.


Type the event location (e.g. meeting room, web conference, out of office, etc.).

Agents List

In the drop-down menu, select a list of agents you would like to view. The list of agents will appear in the table below the Agents List field.

Agents List Table

To schedule Agents for the event:

  1. Select one or more agents that are required to attend the event.
  2. Click to move the Agents to the Agents Selected table, located on the right side of the window.

Note: even if an entire team is required to attend the event, you must select everyone on the team and move them over to the Agents Selected table

Agents Selected Table

Lists all Agents who will be scheduled to attend the selected event.

To remove Agents from the list:

  1. Select the Agent.
  2. Click to remove the Agent from the Agents Selected table; the Agent name will be moved back to the Agents List table and the Agent will not be scheduled to attend the event.

Session fields

(All Day, Start Time to End Time,  Event Session table)

Schedule the time for the event session:

  • If the event session occurs all day, select the All Day checkbox.
  • If the event session occurs between a specific time rather than all day, in the drop-down menus, select a Start Time and an End Time for the event. Click Add Session. The event session time will appear in the table, located under the Add Session fields.

Note: if the event consists of multiple sessions (e.g. training over a three day period), add the Start and End Time for each session. Sessions cannot overlap (e.g. 2:30 PM – 3:30PM and 3:00PM to 4:00 PM). If you try to overlap sessions you will receive the error message: There is data overloaded, and need to select a new time for the session.

Related article:

Contact Center Planning: Filtering Events