Add a shift rotation

You can 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.

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.

Add a shift rotation

1. From the Interaction Optimizer Home page, in the Configuration area click Shift Rotations. The Shift Rotations tab opens.

2. Click the Add button. The Shift Rotation dialog box opens.

3. Complete the following:

   1. In the Name box, enter a descriptive and unique name for the rotating shift.

   2. In the Start Date field, select the date to start the rotating shift. This defines the starting date from which the agent rotation will be effective while scheduling.

   3. If you want to end the shift rotation on a particular day, select the End date check box and click the Calendar button to select the end date.

4. In the Shifts area, highlight a currently available weekly shift definition, and click Add to assign the weekly shift definition to this shift rotation, then click OK.

Note: Add the shifts in the order in which you want them to occur. You can enter a single shift multiple times.

5. Next, assign agents to the shift rotation.