Templates are a convenient way to save a range of Events and apply them to the schedule for future dates. This is a big time saver if your schedule mostly stays the same day-to-day or week-to-week.
You can create many templates, which is extremely handy when scheduling is decentralized across multiple sites, teams or queues. This allows each group the flexibility to manage their own template, without affecting the template of other groups.
How to save a template
Create a schedule for a day or week at a time. If creating a schedule for a specific site or team, we suggest applying those Filters to your view prior to building out your schedule.
Once all your events are added to the schedule and saved you can click "Templates" > Save Template.
The 'Save template' modal allows you to name your template and confirms what date/time range and agents you're saving for. Please note, if you've already applied filters prior to building our your schedule these should persist in the Save template modal.
Once filled out, click 'Save'.
Title: The desired title for the template.
Description: A short description of the template. This is helpful when you have different leads or managers applying templates for your Agents.
Template Unit: This confirms what view you're saving the template e.g. day, or week
Date Range: This confirms the time period in which you are saving the schedule as a template. The date range should be consistent with your view in the Staffing timeline.
People to Save: All People means that you will save the template for all People; Customize People Subset means that you're only saving for the People that are associated with the filters you've set. If you're wanting to save for a subset of agents, we suggest applying the filters prior to building out and saving the template.
Timezone: This should be the default time zone your staffing timeline is in. We would not recommend changing this option.
Applying a template
In the Staffing Timeline, Select Templates > Apply template. This will bring up a modal that allows you to select which template you want to apply and how the Events in the template are applied to future periods.
Repeats: Use “does not repeat” if you want to apply the template one-off; otherwise select “repeats”.
Date range: Select the time period you want the template to be applied to.
Event conflicts: This allows you 3 different options around how you want any conflicts to be applied. 'Keep Manually edited events' will delete any Events created from a previous template, but will keep any PTO or manually added Events. 'Replace all Events' will override all Events (including any PTO or manually inputted Events). 'Allow conflicts' will allow you to see which Events from the template conflict with existing Events. You can resolve the conflicts directly afterward.
Applying template Recurrences
If you select "Repeats" for your template application, you will be able to select a variety of "recurrence rules".
- Repeats every: This controls how often you apply your template and at what interval. In the below screenshot, this means that your day template is applied every 2 weeks.
- On: This selector only appears when you are applying a day template on a weekly basis. It lets you choose on which days your template will be applied to.
In the below screenshot, the selected day template will be applied every 2 weeks, on Tuesday, Wednesday, and Thursday:
Editing a template
Any changes made in the Staffing timeline will not impact your template. To edit a template you'll need to go to Staffing > Templates. Locate the template you wish to open and click the title of the template to open it.
To edit Events on the schedule you'll use the same features when building out the schedule; e.g copy/paste and drag to create. Make sure to click Save in the bottom left corner once Event changes are made.
To change the title or description of a template, you can select "Edit" in the top right corner.
- To customize the People in a template, click the "Add People" button on the top right corner.
- To remove people from the template, click the "-" button in their row. To add new people to the template, click the "+" button. Then hit "Save" to confirm.
Open shifts on templates
Each row in a template is agent agnostic which means you can freely swap agents in and out of a shift, as well as create shifts with no agent assigned. This means you can create an entire template schedule without initially worrying about how you will staff it.
- Clicking the agent’s name will open up a dropdown which lets you select which agent you want to swap in.
- Clicking the “x” will unassign the shift.
- This is an example template with only open shifts.
- Clicking “Add new row” will add an additional open shift.
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