Today's quick tip: Why does my schedule edit affect multiple agents?
You've carefully crafted your schedule, optimized breaks and lunches, scheduled meetings, then an agent needs an adjustment for a medical appointment.
After removing that team meeting from the agent's schedule, you find that the meeting has been removed from everyone's schedule!
What gives?
If you manually created the event, Step 2: Select how to include other participants includes an option to treat the event individually for each person, or treat the event as a single event. This choice will determine whether deleting the event from one agent will delete it for all agents.
What about ASAPs?
For meetings, ASAPs have the assumption that any changes will apply to all agents included in the meeting plan. This is true whether you select the date/time first or select agents first.
However, for other ASAP types such as creating overtime shifts, editing or deleting the event for one agent will not change it for other agents.
How can I edit the event for one agent?
In the agent's schedule, right click on the event and select Edit this event.
The next screen will allow changing the event for each agent to approved / deleted / or pending.
Extra Credit
Some events do not support multiple participant assignments.
This is determined in the Event type behaviors: Custom behavior settings. If Yes for the question Is this event type's start time and duration constrained by an agent work type event?, multiple participant assignment is not supported. If this question is No, you have the option to treat the event as a single event assigned to multiple participants.