Contents

Configuration Overview

The Configuration area of the Interaction Optimizer Home page includes tools to help you configure scheduling units, define agent groups, set up shift properties, and create shift rotations.

Note: Before you configure settings, select the appropriate scheduling unit from the Interaction Optimizer Home page Scheduling unit drop-down list.

Configuration Link	Purpose
Scheduling Units	Configure default values for properties including agent schedule preference versus coverage focus, week name, schedule name, and activity bidding.
Agent Groups	Define which agents will be compared for schedule bidding and schedule preference choices, add agent groups, filter agents within agent groups, view agent ranking, edit agent data.
Staff Types	Configure agents into staff types
Shifts	Define the properties for scheduling, including weekly constraints, daily constraints, and agent activities.
Shift Rotations	Assign agents to a rotation definition so that the agents can start on different weeks with different shift start times.
Agent Details	View a list of agent information
Shift Tracking	Define the settings for agent-initiated trading of schedules or partial schedules
Operating limits	View operating limits for a scheduling unit.