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.