Interaction Connect Optimizer integration

Interaction Optimizer is a Workforce Management (WFM) application that enables administrators to effectively schedule resources. Interaction Optimizer is an optional component of Customer Interaction Center (CIC). Administrators can generate schedules based on forecasted demand and available resources. Administrators can also analyze and modify generated schedules when necessary.

Interaction Optimizer is now available from the Interaction Connect interface. Agents can view their schedules, receive schedule reminders, submit time off requests, and trade shifts. Schedule reminders appear as both desktop alerts and as badges on the Activity Feed icon. Agents can set reminder times for each type of scheduled activity. These setting control how far in advance an agent is alerted to changes in his or her scheduled activity.

The CIC administrator determines whether an agent has access to these Interaction Optimizer features inside Interaction Connect. For more information, see Interaction Optimizer.