Interaction Optimizer Enhancements

• In the Agent Details view, a new Export All Visible Columns button allows users to export all the columns in the view. This feature accompanies the existing Export Editable Columns button, which allows users to export only the columns with information that can be imported. For more information, see “Manage the Agent Details view” in the Interaction Optimizer help.

• In the Add Modification dialog box, a new Create another check box allows users to add more than one forecast modification. This feature allows users to quickly and easily add multiple modifications in one session without closing and reopening the dialog box each time. For more information, see “Add a forecast modification” in the Interaction Optimizer help.

• Previously, unexpectedly high or low forecast FTE values had a negative impact on the schedule, in some cases. In this release, we changed the forecast FTE calculations to resolve the unexpected fluctuation in forecast FTE values. This should result in improved headcount estimations.