Workforce environments

Interaction Optimizer has only been designed and tested for low latency environments. Network, database, and/or PureConnect Cloud latency can have a very significant impact on user interface responsiveness and user experience. Environments with consistent or even sporadic medium to high latency might result in unacceptable user experience.

Additional environment restrictions:

• Interaction Director - Interaction Optimizer is not compatible with an Interaction Director environment. Because Interaction Director routed calls do not log skills, Interaction Optimizer cannot forecast/schedule above/beyond site-level, etc.

• Multi-site environments - Interaction Optimizer does not work in a multi-site environment unless any given scheduling unit is wholly contained in a given site and there is no desire to forecast/schedule above/beyond site-level.