Swap Shifts (day or multi-day view)

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

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

Swap a shift 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 shift(s) from the menu that appears.

3. Click Yes to confirm the shift swap.

Swap Shifts (week view)

You can switch (or swap) two shifts in week view.  This action is not available in day and multi-day view. The two shifts must meet one of the following criteria:

1. They both belong to the same agent.

2. They both occur on the same day.

3. If they belong to different agents on different days, the agent which is getting the newly swapped shift cannot have a current shift on that day. For example, if Alice has a shift on Monday but not on Tuesday, and Bob has a shift on Tuesday but not on Monday, then you can swap their shifts. However, if Alice has shift on Monday and Tuesday, she cannot swap her shift with Bob who has a shift on Tuesday.

Swap a shift from one agent to another

1. Highlight both shifts, right-click, and select Swap shift(s) from the menu.

2. Click Yes to confirm the shift swap.