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Create and Manage Weekly Schedules

Note: Generating schedules on the CIC server can result in performance issues. We recommend that you generate schedules on a client machine.

Interaction Optimizer includes local scheduling and AI-powered scheduling.

Note: You can generate a local schedule and continue working in Interaction Center Business Manager while Interaction Optimizer calculates the schedule. However, closing the tab or navigating to a different page within the same tab cancels the current schedule generation. You may freely open other tabs an work within them.

When you generate a local schedule, Interaction Optimizer displays status messages as the schedule generation progresses, such as which agent is being evaluated and what step is currently being performed in the process.

When the schedule generation is complete, you can review any applicable details, warnings, or error messages associated with the schedule. You can also view the schedule immediately or save schedule information for diagnostic and support purposes.

You can manage weekly schedules, including creating, editing, publishing, renaming, reviewing, and removing them. When you open and view the current week's schedule, the system defaults to the schedule's current day view (the day you open the view), and not the schedule's first day of the week.

Before you configure settings, select the appropriate scheduling unit from the Interaction Optimizer Home page Scheduling unit drop-down list. From the Interaction Optimizer Home page, in the Scheduling area select the appropriate schedule from the Schedules drop-down list and click the Open selected schedule link. The Schedule tab opens. From here, you can manage schedules, including: