Interaction Optimizer tables

Interaction Optimizer data is stored in the same CIC database, although in different tables.

Interaction Optimizer is a complete workforce management (WFM) application for CIC that optimizes agent effectiveness in contact centers of all sizes. It combines CIC’s historical ACD data with projected market expectations for demand forecasts that more accurately determine required scheduling targets. Interaction Optimizer also manages agents’ time-off requests and last-minute changes for schedules that balance anticipated interaction demands with agent availability and skills.

The supporting files for the Interaction Optimizer components are automatically installed with the CIC server and IC Business Manager installs. The CIC Database Configuration that occurs when running IC Setup configures the Interaction Optimizer database tables.

For licensing, requirements, and configuration instructions, see the Interaction Optimizer Technical Reference in the PureConnect Documentation Library.