Accrual plan overview

Accrual planning helps administrators calculate and track an agent's earned or projected time off benefits. In Interaction Optimizer, accrual plans show the rate at which groups of agents receive more time off in specified activity codes.

Note: An agent can only belong to accrual plans that do not share activity codes. See the following example:

In the above scenario, Plans 2 and 3 both include the Jury Duty activity code. Agent A can only belong to Plan 1 and either Plan 2 or Plan 3.

To view and access the list of accrual plans from the Interaction Optimizer Home page, in the Time Off Planning area select Accrual Plans. On this tab, you can:

• Create and define accrual plans

• Edit accrual plans

• Rename accrual plans

• Make a copy of an existing accrual plan

• Copy the accrual plan to another scheduling unit