Add Agent(s)....

You can easily add one or more agents to a local schedule. You cannot add one or more agents to an AI-powered schedule.

Note: Before you configure agent settings, select the appropriate Scheduling unit from the Interaction Optimizer Home page.

Add an agent to the schedule

1. From the Interaction Optimizer Home page, in the Scheduling area select the appropriate schedule from the Schedules drop-down list and click the Open selected schedule link. The selected schedule opens.

2. Right-click any agent's name and select Add Agent(s) from the menu that appears.

3. In the Add Agents(s) dialog, select one or more agent name and click OK.

4. The additional agents appear in the agent column, but they don’t have shifts until you add activities for them. By default, the Show agents that do not match filter criteria option is selected. This option shows all agents regardless if an agent is not available due to being filtered, e.g., a shift rotation filter.

Note: The Add Agents dialog lists only agents in the same scheduling unit as the one used to generate the schedule.

Tip: Use Shift+click to select a range of agent names. Use Ctrl+click to select multiple agent names.