Create a staff type

Create staff types to group together agents with the same workgroups, interaction types, and skills. This grouping prevents time off from being granted to all agents of a particular type on the same day.. Staff types must create at least one coverage group.

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

2. Click the add button. The Staff Type dialog box opens.

3. In the Name field, add a descriptive name for the staff type. For example, "Spanish language" or "Level 1 Support".

4. Add a coverage group to organize agents who work similar hours within the staff type:

   1. In the Coverage Groups area, click the add button.

   2. In the Name field, add a descriptive name for the coverage group. For example, "Day shift" or "Weekend".

5. Next, add agents to a coverage group. For more information on staff types, see the Related Topics.