View your schedule in another calendar app

Agents can view their schedules outside of work through a third-party calendar application on a mobile device or PC by subscribing to the iCal feed from Calabrio ONE. Calabrio ONE supports any device that has a calendar application that can process ICS files, including those listed in the following table.

Device Application
iPhone/iPad Calendar App, Microsoft Outlook
PC Microsoft Outlook
Android phones/tablets Microsoft Outlook, Google Calendar, third-party applications that can read iCal files

Once agents subscribe to the iCal feed, it updates their calendar application with the number of schedule weeks that are configured in the “Number of Schedule Weeks Visible to Agents” field on the WFM Global Settings page (see Configure system-wide WFM settings).

Some calendar applications allow users to configure how often their calendar subscriptions request updates. However, Calabrio ONE limits calendar applications to making 5 requests every 10 minutes. Requests that exceed this limit will return an HTTP 403 status code (“Forbidden”).

Only agents (not supervisors, schedulers, or administrators) can subscribe to the iCal feed from Calabrio ONE. Agents can view only their own schedule. The color coding that appears in the WFM interface is not displayed when you view the WFM schedule on your mobile device or personal computer.

NOTE   Your schedule will be displayed in your configured display time zone. If you look at your schedule on a device when in a different time zone, the schedule is converted to display in that time zone. However, the activity time labels will not match that time, but rather reflect your configured display time zone.

Subscribing to the iCal feed

For instructions about how to subscribe to the iCal feed, consult the documentation for the calendar application on the devices that your agents use. In general, your agents subscribe by copying the URL for the iCal feed from Calabrio ONE and pasting it into a subscription field in their calendar application.

Which URL your agents copy and paste depends on the authentication method that your tenant has implemented.

Subscribe to the iCal feed in an AD or Calabrio ONE authentication environment

  1. Determine how to subscribe to the iCal feed from Calabrio ONE by consulting the documentation for the calendar application on your device.

  2. Copy and paste the following URL into the subscription field in your calendar application:

    https://calabriocloud.com/calendar

  3. When prompted, log in to Calabrio ONE.

If your tenant uses SAML authentication, the “iCal Sync with SSO” check box on the WFM Global Settings page must be selected before users can subscribe to the iCal feed. (See Configure system-wide WFM settings.) When this check box is selected, Calabrio ONE makes the Mobile Calendar button available to agents on the My Schedule toolbar, which provides them with a URL that they can use to subscribe to their work schedule.

This URL is unique and randomly generated for each agent. However, it is not password-protected. If an agent’s URL is compromised, the agent should reset the URL. When an agent resets the URL, Calabrio ONE generates a new URL and deactivates the old URL. To continue receiving schedule updates from Calabrio ONE, the agent must reconfigure existing calendar subscriptions to use the new URL.

Subscribe to the iCal feed in a SAML authentication environment

  1. Determine how to subscribe to the iCal feed from Calabrio ONE by consulting the documentation for the calendar application on your device.
  2. In Calabrio ONE, navigate to My Schedule.
  3. In the My Schedule toolbar, click Mobile Calendar. 
  4. Copy and paste and unique URL from the Mobile Calendar into the subscription field in your calendar application.

Reset the URL in a SAML authentication environment

  1. In Calabrio ONE, navigate to My Schedule.
  2. In the My Schedule toolbar, click Mobile Calendar. 
  3. Click Reset Web Address. Calabrio ONE generates a new URL.
  4. In your calendar application, reconfigure your subscription to the iCal feed from Calabrio ONE.