Workforce Management

Currently when we have an agent on a template with shifts, if we deactivate that user - their entire row is removed from the template. It would be nice if rather than that - the row went to the bottom of the template in the "Assign to an agent" section.

In order to add a filter to a template, you would need to apply the template to a schedule, create a new template from the schedule, and be sure to apply the correct filters to that new template. It would be much better to be able to add a filter to a template to change the people that the template will apply to. As an example, if a regional team creates a template that does not include a filter for their team or site, then when they apply it all the people that have blank schedules from other teams/sites will wipe out those schedules inadvertently. It would be nice to then just add the filter that was forgotten when the template was originally created.

I would like to see a filters option in the templates tab so that I could make changes to specific teams templates rather than having to sort by teams

Our events look more or less the same for a week, but the agent schedule for those events changes. They rotate agents to keep things fair. You can have a Sunday Off template, for example. Then you apply that to Bob this week and to Amy next week.

templates should be able to be duplicated or copied so that they can be easily replicated.