Contents

Schedule Group Activity

You can save time by scheduling an activity for multiple agents at the same time in a local schedule. You cannot scheduling an activity for multiple agents at the same time in an AI-powered schedule.

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

Schedule a group activity

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.
Do one of the following:

Open the Interaction Optimizer menu and select Schedule Group Activity.
Right-click in the Agent area and select Schedule Group Activity... from the menu that appears.

In the Schedule Activity dialog, enter the activity details.
In the Select agents and possible schedule dates section, choose to Show all feasible scheduling times for dates selected. or Allow scheduler to pick the best time to schedule.
If you select Show all feasible scheduling times for dates selected, the system uses the list of selected agents with the selected schedule dates and processes the information. The Start Time Picker dialog appears, displaying the resulting headcount differences between the forecast and scheduled agents for each date selected. The following information is displayed:

Start Time: This is the suggested group activity start time.
Headcount Difference: This is the difference between the forecast number of people and the scheduled number of people after scheduling the group activity.

For example, you are trying to schedule 4 people for a meeting from 2:00 pm - 2:30 pm. There are 9 people forecast, and 12 people scheduled for the 2:00 pm - 2:15 pm time slot. If the 4 people were to attend this meeting, that would leave 8 people working of the 12 people scheduled. Since 9 people were forecast and 8 are actually working, the headcount difference is -1 for this 15 minute time slot.

Continue calculating the difference for the 2:15 pm - 2:30 pm time slot (the next 15 minute interval). For this time slot, there are 11 people forecast, and 13 people scheduled. If the 4 people were to attend the meeting, that would leave 9 people working of the 13 people scheduled. Since 11 people were forecast and 9 are actually working, the headcount difference is -2 for this 15 minute time slot. Factoring the headcount difference for both 15 minute time slots (30 minutes for the group activity), the aggregate of the difference is -1 plus -2, so -3.
Headcount Distribution: This is the headcount difference for each 15 minute interval that is included in the 30 minute activity. Using the same example above, the distribution is listed as -1.0 / -2.0.

Note: The system calculates data every 15 minutes, providing the difference per every 15 minutes and the aggregate value of the difference for the total time period of the activity. This aggregate provides helpful scheduling information at-a-glance.

In the Start Time Picker dialog box, select the best possible time for the group activity. Multiple times can be selected to schedule multiple activities. Click OK to save the activity. Click Retry to return to the Schedule Activity dialog box and start over.

Tip: A Headcount Difference closer to 0 (or a more positive number), is the best time to schedule an activity.

If you select the Allow scheduler to pick the best time to schedule option, the system asks for confirmation of the activity start time.
If confirmed, the activity is scheduled. If the start time is not confirmed, the scheduling is canceled. If you select the Allow scheduler to pick the best time to schedule, the Start Time Picker dialog does not appear.