When Schedule Assistant runs, agents with a time off event still receive a generated shift underneath the time off event. This is by design, so that coverage is already in place if the time off is later cancelled. Time off sits at the top of the event layer stack, so the consolidated schedule correctly shows the agent as out.

When time off is removed. The current behaviour inherits a shift that may have been generated weeks earlier against requirements that have since changed. Some teams would rather decide whether that agent gets rescheduled at all, and for what, at the point the time off is cancelled.

The underlying layer surfaces elsewhere in the product. When filtering the staffing timeline by channel or queue, agents who are out of office still appear in the agent count.

Requested behaviour

An account or team level setting to skip generation under time off events, so no shift is created underneath.