GitLab Support Operations, 17 Aug 2021

Previous Meeting Next Meeting

⏯

youtube image

►

From YouTube: Support Ops - Calendly - Event type management

Description

Jason Colyer, Support Operations Manager, takes us through event type management in Calendly

A

Greetings all my name's jason claire, I'm the support operations manager here at git lab and today we're going to cover managing event types. So let me share my screen and we will get started first thing. We're going to do is going to go ahead and go to an event. We created this test event last time, so that's a good way to do it.

A

This will start with you really editing anything so you'll hover over your event. Go to this gear, icon and click edit now from here, you'll be brought up to this editor page, which looks very familiar if you've created an event because it's what the event ends on now. There are a lot of sections here and there's a lot of details to go into the.

A

uh What event is this: it's like what you, when you created it you're, giving it a name, a description or instructions and you're setting the event link and the color very simple, and that's all there is to it make any edits, click save and close, and that is all there is to that section.

A

The bigger more complex section, arguably the most complicated section of all of these uh different sections with editing and managing events is going to be. When can people cook this event? There's a lot to this? It can be pretty complex.

A

There's a lot of nuance to it. I recommend you know pairing with somebody when you're first learning this to get the hang of it, but, uh generally speaking, you can see how right now everything's saying 9 to 17 everything's in utc time, but if we select one of these block boxes here and we'll click, this one right here, you'll notice how what it's saying is 9 to 17 10 107 of 107, and we can see how every person is slotted into this time, slot that means from 9 to 17.

A

If you went to select an event, it's going to check all of these people's availabilities and say any one of these people could be selected for this meeting. Now we may not want that. We might want to clear it out, select specific people like this, and then you know we could go to the bottom and save there.

A

There's a lot of people. So you know scroll way down, and you can then come kind of come to your options here apply only to the 23rd, which is the day we clicked apply to every single monday, because the day we clicked is monday or you could click apply to multiple and then select what days this will do it and um there's the repeating dates of the week. We can set specific dates that we're actually selecting for this there's a lot of different options.

A

There now usually you're not going to have this huge block here like this, but you instead because we're you know global team got people in every region. What uh I'm available for may not be what like alyssa is available for, so we may have to adjust this a bit. So what you might end up doing is actually setting up intervals of okay. Let's do uh midnight to 8 a.m.

A

Well, get rid of this one by default. We'll do is add a new one, we'll do eight to four pm and then we'll do a new one, which is four pm.

A

To midnight now, uh what this has done is given us time slots for all of us, and just just for saying this, let's clear everyone out for this.

A

All right, clear everyone out, and uh let's actually have this applied to monday, tuesday, wednesday, thursday and friday, it's going to do every single one. Now you can see how the ui has changed more. We'll click show more to show more days, but you can see how now there's a lot more to it. If I click show more it'll show me all the different options.

A

um You can also see on a glance where it's saying zero people there, because no one's actually there, so I could set him there. I could set alex here and let's set anton there and let's just apply this to mondays. They only do this on monday. So now you can see how it's updated to show one one, because it's there's more of it. You know more intervals, it's not showing them all.

A

It's important to remember this isn't utc time that could be super confusing we're a global team. Everyone has a different time zone, so you might have to edit this from time to time, especially with things like daylight savings, starting and ending availability, changing team, changing new people coming in people, leaving et cetera, et cetera.

A

That's really how you're editing the actual times you're available for the events now beyond that, there's the date range, which is how far in the future can someone actually book an event? Now, let's say uh we don't want somebody booking it 60 days in the future. That's a lot what's inside, say seven, you can book it for seven days in the future.

A

Now we can also do business days, which will exclude the weekends and only count monday through friday, but that can get confusing to go with calendar days.

A

uh You can do a date range where you can basically say they can only book the events, let's say the first of september to the end of september. That's all that's the only days this can be done or you can do it, definitely where they can just book a meeting 10 years in the future.

A

Normally it depends on the type of event you're making, but try not to allow people to book it so far in the future that everyone forgets what the meeting or event was about.

A

uh The other thing is the duration of the meeting by default. How long should this meeting be stepped for and calmly gives us the options of 15 30, 45 and 60 by default? But you absolutely can customize this. So let's say it's a 57 minute meeting. We can absolutely do that now. um The next section is the buffer time, which is when looking at someone's availability, how much we want to make sure that they're actually free a little before and after the meeting.

A

So let's go ahead and say uh five minutes and we're gonna go ahead and come back and make this 50 just for sake of simple math here, because what we've essentially now done is saying this person has to have an hour block on their calendar. That is free because it's a 50-minute meeting, but they need five minutes before and five minutes after to give that buffer time, uh there's also additional rules you can set such as the start time increments. That's uh the frequency of available for time slots uh by default. It does 30 minutes.

A

But let's say you wanted to give people the option to do it by five minutes. You absolutely could um scheduling conditions, um namely let's say I want to schedule a meeting with somebody they're like cool scheduled for later in the day. They might actually want to have a scheduling, condition saying you can't schedule within four hours of of an event start time, meaning if it's noon right now, I I can't schedule it for 3 p.m. I need to at least schedule for 4 pm um the maximum allowed events per day for this type of event.

A

That makes it so you can't you know, let's say it's a big important team meeting right, let's say, there's a policy and only have three big important team meetings a day, so you might actually come in here and say: well, three. We don't want any more than three. This will actually block if somebody tries to do it, force them to schedule it on a different day.

A

Now the time zone display actually just impacts the display for the person booking the event you can lock it, but by default we actually kind of allow it to automatically detect and show the times of the purse and the invitees time zone. It's much nicer on them. They're not having to try to do a bunch of time. Math, um there's also the option to make it a secret event. That's where it is hidden on the main scheduling page. No one can see it.

A

You have to have the direct link to it to actually use it once you're done with all that click save and close, and that will save everything now keep in mind. You have to save and close when editing any of that it can it's easy to forget the next section. Is the team members and locations much like when creating event. This is where you'll select who's in it. You'll add a location remember by default. It is always zoom. You might get messages like this, where it says. Zoom is not connected to this account.

A

That would absolutely be a great time to reach out to that person and let them know hey zoom's, not connected to your calendar, but it absolutely should be. You might need to get that set up any changes. There. Click save and close to apply them beyond that. You have the invited questions.

A

What to put here is going to vary based on the event type itself. It's really hard to determine and just make like a generalized template for it, but some good questions you can kind of normally put in there. If it's related to a support customer interaction, you might want to ask for the ticket id you might want to ask the agent they've been discussing this with.

A

um Maybe ask if we you know if you cannot use zoom, please let us know what system you would prefer. We use and we'll see what we can do stuff like that, but once you're done with that, um you would save and close again you just click, add question and you've got all these various types. It's going to depend on your situation. You can say if it's required or not once you're done with that, you will click save and close beyond that. You have these three options at the bottom.

A

Here: the notifications, the confirmation of the collect payments by default. We do not edit these for the calendar, notifications and calendar policy. We send events via calendar events and that that's pretty much it uh you can click the show cancellation.

A

We include, cancel and reschedule links in the notifications, but other than that, that's it that's all we do for that. You shouldn't need to change that. It should default to that. Naturally, for confirmation page, we use the calendly confirmation page. We don't try to we're, not using any other feature for that right now. So you shouldn't need to change this either and for collect payments. We do not collect payments. You actually see it's a pro feature. We need to upgrade even use it, so you shouldn't need to do any of that either uh beyond that.

A

There is this link up here where you can view the live page clicking that will show you what it looks like right now. It's telling me it's not valid, because the event type is off. I turn it on. I can go to view live page. Then it'll show it to me where I can start booking events, and uh that's really all there is to managing them. um That gear icon that took us to edit also has the option to delete deactivate and all these other settings there's a lot to this and a lot.

A

It takes a lot of time to kind of get the hang of it, learn everything so feel free to reach out to your fellow supportops team, member or myself always willing to go through and pair and help you learn this better. I hope you found this useful and educational and I look forward to seeing you in the next video.