The purpose of this article is to explain the steps for rescheduling booked appointments. Appointment rescheduling can be completed using either the Appt Mgmt page in the Agent Console or the Opportunity Management Log. In this article, we will explain the steps for both.
Sections in this article:
- Rescheduling Appointments from the Agent Console
- Rescheduling Appointments from the Opportunity Management Log
Rescheduling Appointments from the Agent Console
From the Menu Navigation bar select Agent Console.
From the Agent Console, select the Appt Mgmt tab.
From the Appt Mgmt page, locate the appointment to be rescheduled. The Timeframe picker can be used to select a specific date or date range. The Appointment Seach bar can be used to search by Customer Name.
Note: If the appointment has already been confirmed, it will no longer appear in this list. The rescheduling will need to be completed using the Opportunity Management Log; the appointment will still be located in the log.
After selecting the appointment to Update, a new box opens containing the details about the customer's appointment. To Reschedule the appointment, click on the Reschedule button.
Next, click on the box below Reschedule Date and Time to open the date and time picker.
Select the new Date and/or Time for the appointment and select Apply to pick the selections. Then select Save.
Rescheduling Appointments from the Opportunity Management Log
From the Menu Navigation bar, select Logs, then select Opportunity Management.
User Level View: Manager Level View:
From the log, filters can be used to locate the specific appointment to be rescheduled. Once the appointment is located in the log, click on the button in the Action column next to the appointment. This opens a dialog box.
Note: The Edit feature should not be used to reschedule the appointment. Changing a Missed appointment from the edit feature will adversely affect Show ratios and activity data.
**If the Reschedule feature is grayed out this means you cannot rescheduled an appointment that has already passed.
Next, click on the box with the current appointment date and time. This opens the time picker so the new appointment date and/or time can be selected. Once the new booking date and/or time has been selected, click on Apply to save the changes.
Once the appointment has been rescheduled, the column "R/S?" will indicate that the appointment has been rescheduled and the number of times it has been rescheduled.
The rescheduling activity will also generate a Non-Revenue activity in the Activity Log.