The Agent Preferences Template enables the workspace administrator to create a template for user preferences. The template applies to a user role or roles. For example, the workspace administrator might specify some columns to be displayed on the homepage for help desk agents and a different set of columns to be displayed for supervisors. Users can change those preferences individually on their User Preferences page.
There are two basic steps for Agent Preferences Templates. First you must create a template or templates and then you must assign the template or templates to the user roles. After that, you can edit the templates and reapply them or delete templates as needed.