Schedule templates – Assembled

Admin or Manager role

Save, edit, clone, and delete templates: Admin or Manager role
Or a custom role with Manage templates set to Can create, edit, and delete templates on the Schedule tab
View templates: Admin or Manager role
Or a custom role with Manage templates set to Can create, edit, and delete templates or Can view templates on the Schedule tab
Apply a template: Admin or Manager role
Or a custom role with Apply templates set to Can apply templates on the Schedule tab

Saving, cloning, and deleting templates also needs the Admin or Manager role. Some companies limit this to Admin.

Admins set roles and permissions in Manage team > Roles and permissions.

Use templates to save a day or week of events and apply it to future dates, so you don’t rebuild a schedule that mostly stays the same from day to day or week to week. You can keep many templates, so each site, team, or queue can manage its own without affecting anyone else’s.

To save or apply a template, go to Schedule > Staffing timeline and select Templates. To see and edit all your templates, go to Schedule > Templates, or select Templates > View templates on the Staffing timeline.

How templates work

A template holds one day or one week of events. Each row is a shift with its events. When you apply the template, its events are copied onto the dates you choose.
Templates and schedules are separate. Changing the Staffing timeline doesn’t change a template, and changing a template doesn’t change schedules it was already applied to. To change a template, edit it on Schedule > Templates.
Rows aren’t tied to one agent. You can swap who works each row, or leave a row unassigned as an open shift. See Assign agents and open shifts.
You choose where a template goes. Apply it to your primary schedule or to a test schedule, once or on a repeating pattern.
A template keeps its time zone. Its Daylight saving time zone decides how applied events adjust for daylight saving time. To change it, open the template and select Template actions > Edit overview. See Daylight saving time.

Save a schedule as a template

Go to Schedule > Staffing timeline and build the schedule you want to save for one day or one week, then select Save. If the template is for one site or team, filter to it first. Your filters carry over to the template.
Select Templates, then Save as template.
In Save template, enter a Title and, optionally, a Description, and check the other options. See Save template options.
Select OK.

The Save template dialog with the template title, interval, date range, people to save, and filters

The template appears on Schedule > Templates. To start from an empty template instead, go to Schedule > Templates and select Add template.

Save template options

Option	What it does
Title	The template’s name. You choose a template by this name when you apply it.
Description	Optional. Useful when several leads or managers apply templates for your team.
Interval	Day or Week: how much of the schedule the template holds.
Date range	The day or week to save. It matches the dates you’re viewing on the Staffing timeline.
People to save	All people, or Select with filters to save only the people who match the filters.
Channels, Queues, Sites, Teams, Skills	The filters saved with the template. They come from your Staffing timeline filters.
Time zone	Your default time zone. You can’t change it here; to change it, update your user settings.

Apply a template

Applying a template copies its events onto the dates you choose. Depending on the Event conflicts option, it can replace events that are already on the schedule.

Important: Replace all events removes existing events on the dates you apply to, including time off and events you created by hand. Check Event conflicts before you apply.

Go to Schedule > Staffing timeline.
Select Templates, then Apply template.
Choose the Template, then set the options below.
Select Apply template.

The Apply template dialog with the template picker, repeat options, date, event conflicts, and schedule settings

When it’s done, you see You’ve successfully applied your template! To reverse it, select Undo change. Each application is also recorded in scheduling history as Applied template: [template name], where you can restore the schedule from before it.

Apply template options

Option	What it does
Repeats	Does not repeat (default) applies the template once. Repeats applies it on a schedule you set.
Date	The day or week to apply the template to. If the template repeats, set a Start date range and an End date range instead.
Repeats every	Shown when the template repeats. How often to apply it, such as every 2 weeks. Week templates always repeat by week.
On	Shown when a day template repeats weekly. The days of the week to apply it on.
Event conflicts	How events already on the schedule are handled. See the table below.
Schedule	The schedule to apply the template to: your primary schedule or a test schedule.

For example: to apply a day template every 2 weeks on Tuesday, Wednesday, and Thursday, choose Repeats, set Repeats every to 2 weeks, and select those days in On.

The recurrence settings in Apply template, set to repeat every 2 weeks on Tuesday, Wednesday, and Thursday

Event conflicts

Option	What happens to existing events
Keep customized events (default)	Automated events, such as ones from earlier templates or schedule generation, are replaced. Events created or changed by hand, such as time off, are kept.
Replace all events	Every existing event is replaced, including time off and manually edited events.
Allow conflicts	New events are added and nothing is removed. Where events overlap, you choose which to keep on the schedule afterward.

Edit a template

Go to Schedule > Templates. To find a template, use Search templates… or the filters. Search matches a template’s title, description, interval, channel, site, queue, team, skill, and who last edited it.
Select the template’s title to open it.
Change events the same way you would on the Staffing timeline, such as dragging to create events or copying and pasting them. See Creating and modifying schedules.
Select Save.

On an open template, you can also:

Change who’s in it: select Edit people, add or remove people, and select Save template.
Rename it, or change its description or Daylight saving time zone: open Template actions and select Edit overview, make your changes, and select Save overview.
Fill gaps in the productive layer: select Fill gaps, next to Search template agents…, so moving a break or lunch leaves productive time instead of a gap. See Schedule layers.
Copy it: select Clone.
Delete it: open Template actions and select Delete.

In Edit people, select people to add them. To remove someone, clear them, or select the minus icon next to them in the list of selected people.

The Select people dialog for a template, with the list of people and the selected people

Assign agents and open shifts

Each row in a template is a shift that isn’t tied to one agent. You can swap agents in and out of a row, or leave a row with no agent assigned. This lets you build a full template before you decide who works each shift.

Swap the agent on a row: select the agent’s name and choose someone else. The list groups agents into Assigned agents (already on another row, so choosing one swaps them), Unassigned agents, and Agents not on template.
Remove the agent from a row: select the X icon next to the agent’s name. The row becomes an open shift.
Add an open shift: select Add row.

The agent list on a template row, used to choose which agent works that shift

Open shifts show Assign to an agent in place of a name.

A template with open shifts, where rows show Assign to an agent

Find which templates an agent is on

If an agent is on more than one template, applying an outdated one can overwrite the schedule you want. There’s no single search that lists every template an agent is on: Search templates… matches each template’s own details, not the agents in it. To check an agent’s templates:

Go to Schedule > Templates.
Filter by team, site, queue, skill, or channel to narrow the list to the templates most likely to include the agent.
Open each template and use Search template agents… to check whether the agent is on it.
To see who’s on a template, select the agent name on any row and compare Assigned agents with Unassigned agents.

Keep in mind: Older templates may not have team, site, or queue filters set, so filtering may not show every template the agent is on. Check templates with no clear owner too.

Update templates when agents change teams

When many agents move between teams, sites, or queues at once, update their templates so an outdated template doesn’t overwrite their new schedule.

List the agents who are moving, with their old and new team, site, or queue.
Open each of the old team’s templates and check whether any moving agents are still on it. See Find which templates an agent is on.
Remove moved agents from old templates: select Edit people, remove the agent, and select Save template. Their rows stay as open shifts.
Add moved agents to their new team’s templates, if needed, with Edit people.
When you next apply a template, choose Event conflicts carefully. Replace all events removes time off and manual edits; Keep customized events keeps them.