Schedules for Bidding Dialog Box

1

Bid Information

The Bid Information section contains:

• Schedule Effective Dates: Once bids have been accepted and processed, the assigned schedules are in effect for this period.

Note: If an ending date is not indicated, the assigned schedules are in effect until another bidding period opens.

• Bidding Window: This is the period during which you can submit a schedule bid. The Scheduling Administrator controls how long a set of schedules is open for bids.

• Rank: This indicates your rank in the group of agents bidding for preferred schedules.

Note: To see rank information, you must have the "Agent can see rank" and "Agent can see relative rank" Optimizer Security rights.

2

Toolbar

Use the tools available here to rank the proposed schedules in order of preference. The tools also enable you to change the way the schedules are displayed.

Tip: The Reuse last saved schedule bid view settings and the Reuse last saved schedule bid sort order options in Optimizer Schedule Bidding Settings enable you to reuse many of the selections you make from this toolbar.

• Day and Week: Click the appropriate icon to switch between a detailed view of each day’s shift and a summary view of the shift start and end times for each day.

• Hide Activities / Show Activities:

• Click Hide Activities to display a solid bar for the hours worked during a shift. Hiding activities in a Week view may result in similar schedules being consolidated into a single copy. For more information, see Similar Schedules.

• Click Show Activities to display scheduled times for ACD work, breaks, mealtimes, meetings and other activities appear in the Day view.

Note: Your CIC administrator must select the Enable activity bidding setting in ICBM to give you the option of hiding or showing activities. If this option is not enabled for the scheduling unit or your agent group, you cannot see the activities in biddable schedules. In that case, you see a green bar extending from start time to stop time of the biddable schedule.

• Sort: Click Sort to select criteria to automatically rank the available schedules. You can sort schedules by earliest or latest shift start times, earliest or latest meal breaks, most or least weekly paid hours, or any combination of these and other criteria.

• Move Up, Move to Top, Move Down, and Move to Bottom: Select one or more schedule names and use the "Move" tools change the ranking of the schedule.

• Swap: Select two schedule names and click Swap tool to switch the ranking of the selected schedules.

• Print: Print the information currently displayed in the Schedules for Bidding dialog box.

3

Schedule Ranking

Use this list of available Schedules to rank them from most to least preferred.

• Rank your most-preferred schedule as 1.

• Rank your least-preferred schedule with the highest possible Bid number. This varies depending on the number of available schedules.

Tip: Right click in the Schedule Ranking area to select the columns to display in this area: You can display Schedule name, Paid Hours for Week, and Total Hours for the Week.

4

Schedule Bid View

Use the Day and Week tools to control how schedules appear in this part of the Schedules for Bidding window. Switch between a detailed or summary view of each shift in the proposed schedules.

Note: The example at the beginning of this topic is the Day view with Activities displayed.

Tip: Right-click in this area to display a shortcut menu that enables you to switch views, sort schedules, zoom in or out, print the information currently displayed in the Schedule for Bidding dialog box, and expand or collapse all bid schedules. Also, you can save your preferred view settings by selecting Reuse last saved schedule bid view settings in the Optimizer Settings properties details pane of the Configuration dialog box. For more information, see Optimizer Schedule Bidding Settings.

5

Expand or Minimize Control

In the Week view, select a schedule and then:

• Click the Expand control (+) to display each day’s shift.

• Click the Minimize control (-) to display only the Schedule Summary Bar.

Tip: You can also right-click in the Shift View and select Expand all bid schedules or Collapse all bid schedules.

6

Schedule Summary Bar

Point to the Schedule Summary bar to display a tooltip containing an overview of the shifts in the selected schedule.

7

Status

This section summarizes your bidding history for this set of possible schedules. You can bid multiple times. The last bid you submit is the one used when the Scheduling Administrator processes the bids and awards schedules.