Connect external calendars to Performance Management

On the Integrations page, Performance Management administrators can allow coaches to sync their WFM, Google, or Microsoft Outlook calendar to Performance Management. This connection lets coaching sessions appear as events on these calendars. Administrators can give their coaches the option to connect to WFM and either Google or Outlook. Performance Management cannot connect to both Google and Outlook.

After an administrator enables the connection, each individual coach must connect their calendar. See the Procedures for coaches section for instructions. Coaches can connect only one calendar.

EXAMPLE   An administrator enables calendar connections for both WFM and Google. Coaches can choose to connect either their WFM calendar or their Google calendar. They cannot connect both.

See How Auto Coaching works for more information about how Performance Management automatically schedules coaching sessions.

Prerequisites

Page location

Performance Management > Settings > Configuration > Integrations

Procedures for coaches

If an administrator has allowed external calendar connections for your organization, the message below appears. Click Connect Now and then follow one of the "Connect" instructions below. You can connect only one calendar.

Connect your WFM calendar to Performance Management

  1. Click Connect WFM Calendar. The WFM Calendar Integration window opens.
  2. Click Enable WFM Calendar. Your calendar is immediately connected.

Connect your Google calendar to Performance Management

  1. Click Connect Google Calendar. The Google Calendar Integration window opens.
  2. Click Connect Google Calendar.
  3. Select your Google account and continue to allow Calabrio access to your Google calendar. When the systems connect, the Set your availability section appears.
  4. Select your time zone from the Timezone drop-down list.
  5. Select the days and times when you are available to be scheduled for a coaching session.
  6. Click Save updates.

Connect your Outlook calendar to Performance Management

  1. Click Connect Outlook Calendar. The Outlook Calendar Integration window opens.
  2. Click Connect Outlook Calendar. The Pick an account window opens.
  3. Select your Microsoft account. When the systems connect, the Pick an account window closes, the Connect Outlook Calendar button changes to Connected to Outlook Calendar, and the Set your availability section appears.
  4. Select your time zone from the Timezone drop-down list.
  5. Select the days and times when you are available to be scheduled for a coaching session.
  6. Click Save updates.

Update your availability for coaching sessions

  1. In the Set your availability section, make changes as needed.
  2. Click Save updates.

Disconnect your WFM calendar from Performance Management

If you disconnect your calendar, Performance Management will still assign you to coaching sessions, but they will not appear on your calendar, and Performance Management might schedule sessions that conflict with other items on your calendar.

  1. Click Connected to WFM Calendar. The WFM Calendar Integration window opens.
  2. Click Disconnect. Your calendar is immediately disconnected.

Disconnect your Google calendar from Performance Management

If you disconnect your calendar, Performance Management will still assign you to coaching sessions, but they will not appear on your calendar, and Performance Management might schedule sessions that conflict with other items on your calendar.

  1. Click Connected to Google Calendar. The Google Calendar Integration window opens.
  2. Click Disconnect. Your calendar is immediately disconnected.

Disconnect your Outlook calendar from Performance Management

If you disconnect your calendar, Performance Management will still assign you to coaching sessions, but they will not appear on your calendar, and Performance Management might schedule sessions that conflict with other items on your calendar.

  1. Click Connected to Outlook Calendar. The Outlook Calendar Integration window opens.
  2. Click Disconnect. Your calendar is immediately disconnected.

Procedures for Calabrio ONE administrators

You need the Administer Performance Management Essentials or Administer Performance Management Enterprise permission to follow these procedures.

Allow coaches to connect their WFM calendars to Performance Management

  1. In the Allow calendar access to coaches section, toggle WFM Calendar on.

  2. Click Send Access. Users see a banner that prompts them to connect their calendar.

    When they click Connect Now, they come to the Integrations page and can follow the instructions to Connect your WFM calendar to Performance Management.

Allow coaches to connect their Google calendars to Performance Management

  1. In the Allow calendar access to coaches section, select Google Calendar.

  2. Click Send Access. Users with see a banner that prompts them to connect their calendar.

    When they click Connect Now, they come to the Integrations page and can follow the instructions to Connect your Google calendar to Performance Management.

Allow coaches to connect their Outlook calendars to Performance Management

Before coaches can connect their Outlook calendars, an IT administrator must allow Performance Management to connect to your organization's Microsoft account. See Allow Performance Management to connect to Outlook calendars in your organization.

  1. In the Allow calendar access to coaches section, select Outlook Calendar.

  2. Click Send Access. Users see a banner that prompts them to connect their calendar.

    When they click Connect Now, they come to the Integrations page and can follow the instructions to Connect your Outlook calendar to Performance Management.

Disconnect coaches' WFM calendars from Performance Management

This action removes all existing connections between Performance Management and WFM calendars. If you disconnect calendars and then later reconnect them, each coach must manually reconnect their calendar.

  1. In the Allow calendar access to coaches section, toggle WFM Calendar off.
  2. Click Send Access. All WFM calendars are immediately disconnected.

Disconnect all external calendars from Performance Management

This action removes all existing connections between Performance Management and Google or Outlook calendars. If you disconnect calendars and then later reconnect them, each coach must manually reconnect their calendar.

  1. In the Allow calendar access to coaches section, select No external calendar.
  2. Click Send Access. All external calendars are immediately disconnected.

Procedure for IT administrators

Allow Performance Management to connect to Outlook calendars in your organization

  1. Log in to Performance Management as a user with the following permissions:
    • View Performance Management
    • Coach View Access
    • Administer Performance Management Essentials or Administer Performance Management Enterprise
  2. In the Allow calendar access to coaches section, select Outlook Calendar.
  3. Click Send Access.
  4. Click Connect Outlook Calendar. The Outlook Calendar Integration window opens.
  5. Click Connect Outlook Calendar. The Pick an account window opens.
  6. Select your user's Microsoft account. The Approval required window opens.
  7. Enter a message in the Enter justification for requesting this app field.
  8. Click Request approval. The Request sent message appears.
  9. Review and approve the request as a Microsoft administrator. See this information from Microsoft: Review and take action on admin consent requests. The request appears as Performance Management Calendar Integration. When you approve the request, all users at your organization can connect their Outlook calendars to Performance Management.

How Auto Coaching works

Auto Coaching adds coaching sessions to agents' and coaches' calendars based on which calendars they have connected. The table below explains how Auto Coaching schedules sessions in different situations.

User type and calendar connection  
Agent or coach with a WFM calendar connected Auto Coaching schedules sessions within the agent's or coach's WFM schedule.
Coach with a Google or Outlook calendar connected Auto Coaching schedules sessions for times that are both open in the coach's Google or Outlook calendar and are within the Availability settings the coach has set on the Integrations page. See the "Procedures for coaches" section here for more information about Availability settings: Connect external calendars to Performance Management.
Agent and coach with no calendar connected If neither the agent nor the coach has a connected calendar, Auto Coaching schedules sessions between 9 AM and 5 PM Monday through Friday, based on the tenant's time zone. See Configure global settings for more information about tenant time zones.

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