Swap All Shifts

You can switch (or swap) all of an agent's shifts in a week with another agent's shifts in that week in a local schedule. This action is not available in day and multi-day view. You cannot swap all shifts in an AI-powered schedule.

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

To swap all shifts in a week from one agent to another:

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. Highlight both agents' names, right-click, and select Swap all shifts from the menu that appears.

3. Click Yes to confirm the shift swap.