About shift rotations

Shift rotations allow you to assign agents to a rotation definition so that the agents can start on different weeks with different shift start times. By setting a shift rotation to an agent that is assigned to several shift definitions, the agent avoids monotonous scheduling week after week.

To create and manage shift rotations, from the Interaction Optimizer Home page, in the Configuration area click Shift Rotations. The Shift Rotations tab opens. Here, you can:

1. Add a shift rotation

2. Manage a shift rotation

3. Assign agents to a shift rotation

4. View the shift rotation report

Note: When you set up shifts in a rotation, make sure you place them in the order in which you want the shifts to occur. You can enter a shift multiple time. For example, if you want agents to work a "Weekday" shift for 3 weeks and a "Weekend" shift on the 4th week, enter the shift rotation as Weekday, Weekday, Weekday, Weekend..