Interaction Optimizer Help

CIC and Interaction Optimizer provide a complete workforce management solution. Interaction Optimizer uses forecasting, scheduling, and real-time schedule adherence allowing a contact center to plan for and ensure optimal staffing and service levels at any given time.

The Interaction Optimizer documentation set contains help for the associated modules that comprise the Interaction Optimizer feature set. The following documentation covers Interaction Optimizer features:

Interaction Administrator Help - Includes field-level help for configuring options in the Interaction Optimizer container, and all Optimizer configuration sub-containers.

Interaction Optimizer Help - Includes help for editing schedules, applying time off requests, and publishing schedules. The Optimizer administration module, available in the IC Business Manager application, also includes help on viewing real-time adherence (RTA) events on current or previous schedules, and help on using intraday monitoring to compare actual activity of the day to forecast activity of the day.

Interaction Desktop Client – Includes help for agents viewing published schedules and submitting time off requests.

Interaction Reporter Help - Includes help for the Interaction Optimizer reports.

Interaction Supervisor Help - Explains how to use the Interaction Optimizer plug-in for Interaction Supervisor to monitor real time adherence (RTA) statistics and alerts.

Interaction Optimizer Technical Reference - Includes licensing information, and step-by-step instructions for initial configuration, volume and headcount forecasts creation, time off requests application, and schedule generation, all done in Interaction Administrator. See Interaction Optimizer Help for instructions on (post-generated) schedule adjustments, intraday monitoring, and schedule publishing.