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The client schedule view helps you plan and manage all work for a specific client. It provides a month-by-month view of capacity, planned work, and scheduled tasks.

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Accessing client schedules

Navigate to a client’s schedule:
  1. Go to Clients in the sidebar
  2. Select a client
  3. Click the Schedule tab
You’ll see three sections: Blocks, Planner, and Tasks.

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Schedule structure

The client schedule is organized into three areas:

Blocks

Monthly capacity reservations by work type

Planner

Tasks planned for the month but not yet scheduled

Tasks

Tasks with scheduled subtasks

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Blocks (capacity reservations)

Blocks are monthly capacity allocations for different types of work.

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What are blocks?

Blocks reserve team capacity for recurring client work:
  • Work type specific - Design, Development, QA, Deployment
  • Monthly allocation - Hours reserved each month
  • Assignee - Team member assigned to the block
  • Scheduled dates - When work happens within the month

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Block types

Visual design work, mockups, prototypes
Writing code, building features, backend work
QA team testing before client review
Fixing bugs found in internal QA
Fixing bugs found by client
Deploying to production

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Block information

Each block shows:
  • Work type and hours allocated
  • Assigned team member
  • Scheduled dates (start and end)
  • Hours used vs allocated
  • Status (Not Scheduled, Scheduled, In Progress, Complete)

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Managing blocks

Configure blocks:
  1. Click on a block in the Blocks section
  2. Set or update:
    • Allocated minutes
    • Assignee
    • Scheduled dates
  3. Save changes
Blocks help you:
  • Reserve capacity for ongoing retainer work
  • Plan team assignments monthly
  • Track work against allocations
Use blocks for predictable, recurring work types. One-off tasks can be scheduled directly without blocks.

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Planner (tasks to schedule)

The Planner shows tasks planned for the month that haven’t been scheduled yet.

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What appears in the Planner

Tasks with:
  • targetMonth set to current month (or selected month)
  • No scheduled subtasks yet
  • Status: not started or in progress

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Adding tasks to the Planner

  1. Click Add Task in the Planner section
  2. Search for tasks in the backlog
  3. Select tasks to add
  4. Tasks appear in the Planner
Tasks are now “planned” for this month and ready to be scheduled.

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Moving tasks to scheduled

From the Planner:
  1. Open the task
  2. Schedule subtasks with dates and assignees
  3. Task moves from Planner to Tasks section
  4. Work appears on team calendars

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Tasks (scheduled work)

The Tasks section shows all tasks with scheduled subtasks for the client.

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Task display

Each task row shows:
  • Task title and ID
  • Status badge
  • Number of subtasks
  • Expand arrow to view subtasks

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Subtasks table

When you expand a task, you see all subtasks: Columns:
  • Subtask title
  • Type (Design, Development, QA, etc.)
  • Assignee
  • Scheduled dates
  • Estimated hours
  • Status
  • Actions (edit, complete, log time)

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Reordering tasks

Project Managers and CSMs can reorder tasks:
  1. Drag task rows up or down
  2. Order determines priority
  3. Affects scheduling algorithm
  4. Save order automatically
Task order in the schedule influences the scheduling algorithm. Help desk tickets always have highest priority regardless of order.

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Month navigation

Use the month picker to view different periods:
1

Select month

Click the month selector at the top
2

View blocks

See capacity reservations for that month
3

View planner

See tasks targeted for that month
4

View tasks

See scheduled work for that month
You can view:
  • Past months (historical view)
  • Current month (active work)
  • Future months (upcoming capacity)

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Schedule health

Schedule health indicates how well the month is planned:

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Health calculation

Schedule Health = Scheduled Hours ÷ Plan Hours × 100%
Health statuses:
  • On Track (green) - 90-110% scheduled
  • Under Scheduled (amber) - Less than 90% scheduled
  • Over Scheduled (red) - More than 110% scheduled

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Where to see schedule health

Client Scheduling Table:
  • On PM or CSM dashboard
  • Shows 3 months: current + next 2
  • Sortable by health status
  • Click to navigate to client schedule
Client Profile:
  • RAG status may reflect scheduling issues
  • Hours summary shows current usage

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Capacity planning workflow

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Monthly planning process

1

Review last month

Check actual hours used vs allocated
2

Configure blocks

Set up capacity reservations for the month
3

Add tasks to planner

Move tasks from backlog to this month’s planner
4

Schedule subtasks

Assign dates and team members to subtasks
5

Monitor health

Ensure scheduling is 90-110% of allocation

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Balancing work

Under-scheduled (less than 90%):
  • Risk: Unused capacity, wasted retainer value
  • Action: Pull more work from backlog
  • Consider: Small improvements or tech debt
Over-scheduled (more than 110%):
  • Risk: Running out of hours before month-end
  • Action: Defer lower-priority work
  • Consider: Discussing upsell with client
On track (90-110%):
  • Healthy utilization
  • Continue monitoring
  • Adjust as work completes faster/slower
Aim for 100% scheduling at the start of each month, accounting for uncertainty. Some work will complete faster (banking) and some slower (overage), balancing out.

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Scheduling best practices

Plan early

Schedule the next month’s work by the 25th of current month

Use blocks for recurring work

Set up monthly blocks for predictable capacity needs

Monitor in real-time

Check schedule health weekly, not just at month-start

Balance the portfolio

Avoid over-scheduling multiple clients in the same week

Communicate with team

Ensure assignees are aware of their scheduled work

Adjust as needed

Reschedule work when priorities change or capacity shifts

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Team coordination

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PM responsibilities

Project Managers:
  • Schedule work across clients
  • Balance team capacity
  • Ensure even workload distribution
  • Monitor schedule health across portfolio

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CSM responsibilities

Customer Success Managers:
  • Schedule work for assigned clients only
  • Monitor client hours usage
  • Discuss capacity with clients
  • Flag scheduling issues to PMs

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Collaboration

PMs and CSMs work together:
  • CSMs identify client needs and priorities
  • PMs schedule work considering team capacity
  • Both monitor schedule health and adjust

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Integration with team schedule

Work scheduled on a client’s schedule appears on team members’ calendars: When you schedule a subtask:
  1. Assign a team member
  2. Set start and end dates
  3. Subtask appears on assignee’s My Schedule
  4. Contributes to their daily capacity
  5. Visible in team-wide Schedule view

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Troubleshooting

Ensure you have Project Manager or CSM permissions. Delivery Team members don’t have access to client scheduling.
Tasks must have targetMonth set to appear in the Planner. Set this when creating the task or converting from a quote.
Schedule health compares scheduled hours to plan hours, while budget tracking uses billable hours. These can differ due to the billing formula and efficiency banking.
Only Project Managers and CSMs can reorder tasks. Make sure you have the appropriate permissions.

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Next steps

Blocks

Learn more about blocks and recurring work

Tasks

Understand task management and subtasks

Schedule

Learn about the team scheduling system

Capacity

Understand capacity planning concepts