Plans and permissions:
- Add, edit, or delete event types: Admin role, or a custom role with Configure event types set to Can configure event types
- Fix team members who aren’t counted in staffing: Admin or Manager role, or a custom role with Manage team set to Create, edit, or delete any person or Create, edit, or delete certain people
- With Configure event types set to Can view event types, you can see the Event types page but not change it.
Use event types to set up the blocks of time you schedule your team with, such as email or phone work, meetings, breaks, and time off. Each event type’s classification and mappings decide whether it counts toward staffing for a channel or queue, and how it’s treated in adherence and reports.
To open it, go to Configure > Event types.
How event types work
Every event type has one classification:
| Classification | What it’s for | Examples |
|---|---|---|
| Productive | Work on a channel your team supports. Productive events fulfill staffing requirements for their channels and queues, and count in productivity and performance calculations such as adherence. | Email, phone, or chat |
| Default | Part of a shift that isn’t channel work. Also known as non-productive events. | Meetings, 1:1s, project time, breaks, or lunch |
| Time off | Planned absence or leave. Time off event types are the ones team members can choose in time off requests. | Vacation, holiday, or sick leave |
Note: If your company uses auxiliary events, Default is called Auxiliary, and you choose between Auxiliary non-productive event, which doesn’t count as productive work for utilization (such as lunches or breaks), and Auxiliary productive event, which does (such as meetings or trainings).
New companies start with a few event types already created, such as Break, Chat, Email, Meal, Meeting, Phone, and Vacation. You can edit or delete any of them.
How productive events count toward staffing
A team member scheduled for a productive event counts toward Scheduled staffing for a channel and queue only when both the team member and the event are mapped to it. Queues are mapped to channels in Queues and exclusions, and team members are mapped to channels and queues in their profile on People management.
| The event type is mapped to | The team member counts toward |
|---|---|
| Channels only | Every queue the team member is mapped to, for the channels that both the team member and the event are mapped to. |
| Channels and queues | Every queue and channel that both the team member and the event are mapped to. |
Whether the team member counts in full toward each of those channels and queues, or their time is split between them, depends on your company’s capacity splitting setup. See Capacity splitting.
Add an event type
- Go to Configure > Event types.
- Select Add event type, then Add manually. You can also press N.
- Enter a Name, and a Display name, which is how the event appears on schedules. Use it to shorten a long name.
- Choose a Background color and a Text color. Event preview shows how the event will look.
- Under Classification, choose Productive, Default, or Time off.
- For Productive, choose the Channels the event counts toward, and the Queues if your company maps event types to queues. To map event types to queues, contact our team.
- For Time off, you may also see Time off unit, where you choose whether the event is measured in Hours or Days.
- Optional: under Agent visibility, choose Sites or Teams. Only team members who match can view, schedule, or request this event type. Managers and schedulers aren’t affected, and existing events can still be edited.
- Optional: set the integration options, if you use them:
- Zendesk time tracking: select Allow agents to choose this event type for time tracking manual override to let team members choose this event in Zendesk. See Zendesk time tracking.
- Override Google Calendar availability: choose whether these events show as busy or free when synced to Google Calendar, or use the company-wide default. See Assembled → Google Calendar integration.
- Select Add event type.
The new event type appears on the Event types page, and you can choose it when you schedule. To add many event types at once, select Add event type, then Import from CSV file. To export them, open the more actions menu and select Download.
Edit or delete an event type
Important: Changes to an existing event type affect historical data, such as past staffing and adherence.
- Edit: select the event type, make your changes, and select Save event type.
- Delete: open the event type’s actions menu, select Delete, then confirm. You can’t create new events with a deleted event type, but existing events aren’t affected.
Fix team members who aren’t counted in staffing
You can schedule team members for any event type, even one that doesn’t share a channel or queue with them. When they don’t overlap, the team member isn’t counted toward Scheduled staffing for that event’s channels and queues.
- On the Staffing timeline, select Missing staffing metrics. It appears when team members in your current view are scheduled for events that don’t share a channel or queue with them.
- In Some agents aren’t being counted into staffing metrics, review each team member, the Scheduled event type, and the channels and queues they’re missing.
- Choose how to fix it:
- Update agent profiles: add the event’s channels and queues to the team members. You can do this in the dialog, or in Manage team > People management.
- Update event types: add the team members’ channels and queues to the event types, in Configure > Event types.
- Update schedules: remove the events that don’t overlap with the team members, on the Staffing timeline.
For example: one team member is scheduled for a Chat event but isn’t mapped to Chat, so they aren’t counted toward Chat. Another is mapped to Chat but not to the Tier 1 queue that the event is mapped to, so they aren’t counted toward the Tier 1 queue.
Keep in mind: The check covers only the team members and dates in your current view of the Staffing timeline. To check everyone’s schedule for a week, go to Manage team > People management, open the more actions menu, and select Validate agent-event mappings.