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Use filter and sort options

The filter criteria allow the user to only view agent schedules that match certain requirements.

Note: Before you configure settings, select the appropriate scheduling unit from the Interaction Optimizer Home page Scheduling unit drop-down list.

  1. From the Interaction Optimizer Home page, in the Scheduling area click the appropriate schedule from the Schedules drop-down list and click Open selected schedule. The Schedule tab opens.

  2. On the Interaction Optimizer toolbar, click Filter and Sort Options.

  3. In the Filter and Sort Options dialog box, set any of the following in the Filter Criteria section:

  • Workgroup: Select the workgroup from the pull-down list that you want to limit the view to in the schedule. Only one workgroup can be selected, otherwise all <ALL> (default setting) workgroups are included. The workgroups available are the workgroups that are included in the scheduling unit from which the schedule is generated.

  • Interaction Type: Select the interaction type from the pull-down list that you want to limit the view to in the schedule. Only one type can be selected, otherwise all <ALL> (default setting) interaction types are included.

  • Skill Set: Select the skill set from the pull-down list that you want to limit the view to in the schedule. Only one skill set can be selected, otherwise all <ALL> (default setting) skill sets are included. The skill sets available are all the skill sets that are recorded in the volume or headcount forecasts used for this schedule.

  • Shift: Select the shift from the pull-down list that you want to limit the view to in the schedule. Only one shift can be selected, otherwise all <ALL> (default setting) shifts are included. The shifts available are the shifts which are defined for the scheduling unit from which the schedule was generated. If any shift other than <ALL> is chosen,  then only the Scheduled row is displayed in the Scheduled and forecast information.

  1. Select the sort order from the Sort Order pull-down list that you want the schedule data to sort by. The sort order determines the order that the agents will be shown on the schedule. Some sort order options have the same affect as clicking one of the column headers in the agent information area. The direction of the arrow in the column header, indicates the sort order; ascending or descending (shown).


    When finished setting the filter and sort options, click OK. The selected settings are applied to the schedule.

Tip: To quickly return to the default filter and sort options, click Reset Filter.

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