Technician Scheduling and Availability
To enhance the efficiency of your support organization by automatically routing Requests to available service and support personnel, LiveTime now includes the ability to define Technician support hours on the Schedule tab of each User.
Technician Scheduling
The Schedule tab allows Supervisor Users to set the work hours of the Technician, which LiveTime will use as part of the Technician Assignment logic when routing Requests to a member of the support team.
This is particularly important for global service and support teams that work across multiple time zones, as LiveTime will always ensure a new Request is automatically assigned to an available Technician.
The ability to also define User Vacations means Supervisors can schedule leave in advance and subsequently reassign any active Requests to other available Technicians when the leave window opens. (The reassignment being based on the basic Technician Assignment logic.)
To enable this feature the Administrator must select the following options within the Setup > Privileges > Technician tab:
- Define Work Hours
- Scheduled Vacations
- Vacation Reassign
Supervisors can also view at a glance the Users’ scheduled leave by selecting the Resource Calendar option within the Home > Events screen.