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Scheduling Overview

The Scheduling area of the Interaction Optimizer Home page includes tools to help you configure and manage weekly schedules, set up and manage schedule bids, and review agent scheduling preferences for the current scheduling unit. Before you configure scheduling, make sure you select the appropriate Scheduling unit from the Interaction Optimizer Home page.

Note: Generating schedules on the CIC server can result in performance issues. We recommend you generate schedules on a client machine.

Scheduling Link

Purpose

Schedules

Click the Schedules link to open the Schedules grid, where you can manage weekly schedules, including creating, editing, publishing, and removing them.

Schedule Bids

Click the Schedule Bids link to open the Schedule Bids grid, where you can manage schedule bids, including creating, editing, activating, and removing them.

Schedule Preferences

Show the preferences for when to work or not work for the agents who belong to the current scheduling unit.

Shift Trading requests

View all unmatched, in progress, and completed shift trades.

 

View Modes

View schedules in three modes:

  • Day (default view):

    View Schedule in Day Mode

    Viewing a schedule in day mode (default view), displays 25 hours in the schedule; showing start time 1 hour before the earliest activity, and the end time 25 hours after the start time. Day mode allows editing of activities, as long as the schedule is for a future time period, or is the live (published) schedule.

Note: If you choose to edit a live schedule, changes will take effect immediately after publishing.

  • Multi-day

    View Schedule in Multi-day Mode

    Viewing a schedule in multi-day mode, displays daily schedules in hourly time slots, up to one week. Using the Start Time and End Time selection boxes, you can pick the start and end times to the nearest hour. Click Update to update the schedule contents after changing start and end times. Multi-day mode allows editing of activities, as long as the schedule is for a future time period, or is the live (published) schedule.

Note: If you choose to edit a live schedule, changes will take effect immediately after publishing.

  • Week

    View Schedule in Week Mode

    Viewing a schedule in week mode, displays daily schedules in 24 hour (or shift) time slots, up to one week. Week mode allows editing of shifts (double-click to edit activities, as long as the schedule is for a future time period, or is the live (published) schedule.

Note: If you choose to edit a live schedule, changes will take effect immediately after publishing.

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