Shift Activities vs. Agent Activities

Interaction Optimizer schedules both shift activities and agent activities if configured. If the same activity is configured for the agent and for the shift, and the Replaces Shift Activity of Same Type check box is selected in agent activity configuration, then the agent activity is scheduled and the shift activity will not be scheduled. For example, if a lunch activity is added to both the agent activity configuration and the shift activity configuration and this option is selected, the scheduling engine will not schedule two lunches for the agent. If this option is not selected, two lunches would be scheduled for the agent.