Understanding the role of the scheduling unit in the scheduling process

The entire schedule creation process is based on a scheduling unit. Scheduling units partition workgroups, interactions, and users into logical groups that represent a set of things that are scheduled together. Scheduling units enable you to create, manage and view forecasts, schedules and adherence events for a group of workgroups as a single unit.

Create scheduling units in IC Business Manager from the Interaction Optimizer Home page. For more information, see Create a new scheduling unit in Interaction Optimizer Help.

A scheduling unit encompasses a single contact center or site. It is not a method of partitioning workgroups within a contact center. Interaction Optimizer can produce forecasts and schedules for more than one contact center. If your company has two or more distinct contact centers, not sharing resources and not processing the same set of interactions, then you can create separate scheduling units for each separate contact center. You can create multiple scheduling units for the same contact center or site if the types of interactions are different.

If you have installed Interaction Multi-Site to link two or more CIC contact centers, you use separate scheduling units to create forecasts and schedules for each contact center/site.

Note:
See CIC Multi-Site Technical Reference in the Technical Reference Documents section in the PureConnect Documentation Library on the CIC server for more details on multi-site installation and configuration.