• Contents

Interaction Optimizer

Interaction Optimizer enables you to view your schedule, submit time off requests, and trade shifts with other agents. This web-based interface is available as a browser application or as a view inside Interaction Desktop. Your CIC administrator determines whether you have access to Interaction Optimizer either in a browser or inside a CIC client. The Shift Trading tab is available only in the Interaction Optimizer browser application.

Note: Customer Interaction Center (CIC) supports two interaction management client applications. This documentation uses the term “CIC client” to refer to Interaction Desktop.

Requirements: You need the Interaction Optimizer Client Access license to use Interaction Optimizer.

 November 08, 2023