We split our division into several teams of about 10-30 people inside there regular section. But of course they also appear in some kind of x-matrix teams as well as the section chiefs are in a ressource chiefs.
If anybody adds an appointment, connected to a resource and agent, you cannot see it in other resources. The workaround is to mark all resources and then add the person.
I see two problems with this solution:
Holiday is marked as appointment in all resources auf agent X. Now agent X is added to another resource, probably the holiday will not be visable there.
The current default setting, to add it only to one resource needs a training process and even with training it will probably lead into mistake.
So far, we limit every agent to it is main team right now. even if would like to use it as x-matrix.
Please add a sysconfig parameter, so an appointment only belongs to the agent and not the resource or is automatic in all resource. Of course this could be checkbox in the new appointment dialog as well.