There are a few common reasons why bookings may be missing:
The data hasn't refreshed yet: Surfboard syncs data from time off calendars every 20 minutes. Check back after a few minutes.
The agent's name did not match their name in Surfboard exactly: If an agent's time off isn't showing, we recommend checking that the names match exactly. This includes:
Spelling (e.g. Amie, not Amy)
Hyphens (e.g. Tom Smith-Brown, not Tom Smith Brown)
Accents (e.g. Raúl, not Raul)
Punctuation (e.g. Jess L'heude, not Jess L Heude)
(For GCal and Outlook) A keyword wasn't included: Check that the time off booking includes one of the keywords listed above. If there is a keyword your team use that isn't included (e.g. another language or time off policy) but vital for your workflows, then please make a request to our team via Intercom.
(For GCal and Outlook) The calendar is private: If you prefer to use a private calendar to protect your agent's personal information then you'll need to use your 'secret iCal address'. Replace the iCal link you previously used with your secret address instead.