Interaction Optimizer Schedule Bidding

The Schedule Bidding feature allows workforce managers to create unassigned schedules and assign those schedules to agents through a bidding process. Agents are ranked within an agent group and their ranking determines the order in which their schedules are assigned. Agents bid on the schedules via Interaction Client .NET Edition, and can sort/rank the schedules based on a variety of criteria before submitting their final bid to the workforce manager.  Once submitted, the workforce manager processes the assignment and agents are notified of the outcome.  Schedules can be assigned for more than one week and can have an end date that is many weeks/months in the future or can be assigned indefinitely as part of the Schedule Bidding Base Schedule feature.  

The Base Schedule feature allows workforce managers to assign a specific schedule to an agent for multiple weeks or indefinitely.   A Base Schedule is created automatically as part of the Schedule Bidding feature or can be done individually with any existing agent schedule.  

Shift Definitions are now available in ICBM.  Users can configure, edit and manage shift definitions from within the IC Business Manager interface with added ability to use copy and paste for shift definition criteria.