Introduction to Interaction Optimizer

Interaction Optimizer is a workforce management (WFM) software application that simplifies the process of forecasting volumes and scheduling agents in multichannel contact centers.

Interaction Optimizer helps service organizations of all sizes successfully execute customer interaction strategies by aligning available resources with requirements. With Interaction Optimizer, you can:

• Predict and analyze contact volumes, generating more accurate forecasts

• Create and staff schedules using agent schedule preferences or a controlled bid process

• Monitor agent activity, adherence, and operations in real-time

• Achieve service goals across multiple channels

This introduction explains the intended audience for Interaction Optimizer Technical Reference, its assumptions about the audience, and where to find more information.