Working with Scheduling Units

Scheduling units provide the basis for the entire schedule creation process. Scheduling units partition workgroups, interactions, and users into logical groups that Interaction Optimizer schedules together. Scheduling units enable you to create, manage and view forecasts, schedules and adherence events for a group of workgroups as a single unit.

When you create scheduling units from the Interaction Optimizer Home page, specify a name for the scheduling unit and, on the Scheduling Unit page, configure the scheduling unit.

Note: To generate a schedule for a scheduling unit, assign at least one workgroup to the scheduling unit, and either assign users as resources to a shift definition or in an agent group that receives a schedule through a schedule bid.

A scheduling unit encompasses a single contact center or site. It is not a method of partitioning workgroups within a contact center. Interaction Optimizer produces forecasts and schedules for more than one distinct contact center. A distinct contact center does not share resource and does not process the same set of interactions. If your company has two or more distinct contact centers, you can create separate scheduling units for each separate contact center. Agents who handle the same set of interactions should be in the same scheduling unit. If you installed Interaction Multi-Site to link two or more IC contact centers, use separate scheduling units to create forecasts and schedules for each contact center/site.

Note: See CIC Multi-Site Technical Reference in the Technical Reference Documents section in the PureConnect Documentation Library.

An agent can be a member of more than one workgroup. If all workgroups to which the agent belongs exist in the same scheduling unit, Interaction Optimizer schedules the agent according to the rules in the scheduling unit’s weekly shift definition parameters or the daily and weekly agent constraints. An agent can only be assigned to one weekly shift definition at a time. When the agent’s workgroup assignments cross scheduling units, Interaction Optimizer schedules the agent in the scheduling unit that contains the weekly shift definition to which the agent has been assigned.

For more information on configuring a scheduling unit, see the Related Topics.