Schedule and Schedule Bid Generation

The Schedule Generation page appears when you select OK from the Create New Schedule dialog. The Schedule Bid Generation page appears after you click Finish on the Schedule Bidding Minimums and Maximums page of the Schedule Bid Generation Wizard.

Beginning in 4.0 SU5, Interaction Optimizer includes an enhanced scheduling engine that more accurately schedules agents at optimal times. This new scheduler produces schedules that provide a higher service level when using the same number of agents for shifts flexible enough for this advanced algorithm. Because the new scheduling engine incorporates improved calculation features, it produces schedules at a much slower rate than in previous versions. In addition, the enhanced scheduling engine now supports deferred work when calculating schedules.

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 schedule or schedule bid, Interaction Optimizer displays status messages as the schedule generation progresses, such as which agent is being evaluated, staff estimates, schedule considerations, 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.

From the Schedule Generation page, you can perform any of the following actions:

• To copy the schedule generation information to the clipboard, click Copy information to clipboard.

• To save the information you entered so you can troubleshoot or resolve scheduling issues, click Save Support Log.

• To view the schedule, click Open Schedule. The schedule appears in the view.

From the Schedule Bid Generation page, you can perform any of the following actions:

• To copy the schedule bid generation information to the clipboard, click Copy information to clipboard.

• To save the information you entered so you can import it when creating schedule bids in the future, click Save Inputs. This option saves you time if you want to do "what if" scenarios where you only change a few parameters and create many different schedule bids.

• To save the information you entered so you can troubleshoot or resolve schedule bidding issues, click Save Support Log.

• To view the schedule bid, click Open Schedule Bid. The schedule bid appears in the view.