Appointment Assignment Strategies: Single Agent and First Available

When an appointment gets booked, Omnifox has to decide who handles it. That decision depends on the calendar type.

Single agent

On Agent, Resource, or Shared calendars, the appointment is always assigned to the calendar's owner (the agent set when it was created). There's no distribution — every appointment on that calendar goes to the same person. A Resource calendar may have no agent assigned at all, since it represents a space or piece of equipment, not a person.

First available (Team calendars)

On Team calendars, Omnifox looks at exactly who on the team is free at the slot being booked (no other appointment already assigned in that window) and hands the booking to one of them, rotating fairly so the workload doesn't keep landing on the same person. If, for some reason, no member shows as free, it still assigns one team member so the appointment isn't left without an owner.

Manual reassignment

Any appointment can be reassigned by hand after it's created, no matter how it was originally assigned.

Example

A "Technical Support" calendar has 3 agents. A slot is booked for 3:00 PM: Agent A already has another appointment then, Agents B and C are both free. Omnifox assigns it to whichever of the two didn't get the last booking, alternating between them over time.

Tips

• If a specific customer needs to keep seeing the same person, use an Agent calendar instead of a Team calendar.
• Periodically check how appointments are spread across agents on a large Team calendar to confirm the rotation feels fair.

Troubleshooting

If an appointment on a Team calendar was assigned to someone you expected to be busy, check that their work shift and existing appointments are set up correctly — the rotation relies on that information.