Schedule Optimization enables automated changes to agent schedules by modifying Shift and Activities placements while strictly adhering to the defined Schedule Policies. This feature minimizes staffing imbalances (overstaffing and understaffing) and ensures effective workforce distribution.

You can create multiple Optimisation Sets within a Schedule Scenario and configure each one independently to optimize different groups of agents.

Follow these steps to optimize a Schedule Scenario:

1. Go to the Workforce Manager Persona App.

2. Select Scheduling from the Left Pane to open the Schedules record manager.

   

3. Hover over the vertical ellipsis (⋮) icon corresponding to the Schedule Scenario that you want to optimize. This will show a list of options.

4. Select Optimise from the list of options to open the window to optimize the Schedule Scenario.

   Alternatively, you can View a Schedule Scenario, click the More Actions button at the top right, and select Optimise Schedule from the dropdown menu. This will also open the window to optimize the Schedule Scenario.

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5. Fill in the required fields on the page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:

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   1. Date Range: Specify the interval for which the Schedule Scenario should be optimized. This interval can only be within the date range of the Schedule Scenario. (Required)

   2. Start Time: Specify the time from which the optimization should begin. (Required)

   3. End Time: Specify specifies the time up to which the optimization should run. (Required)

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      Optimisation Set

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   4. User: Select the Users whose schedule should be optimized. You can only choose from the Users part of the Schedule Scenario. (Required)

      1. Add Users: The Add Users function allows you to select agents for the Optimization Set based on defined filter criteria, rather than selecting them manually. Click the button to open the Add Users window. Descriptions of the fields available in this window are provided below:

         1. Criteria Filter: Select the filter to be used to select agents for the Optimization Set. (Required)

         2. Operator: Select Containing. (Required)

         3. Value: Enter or select the values for the chosen filter. These values determine which agents are included. (Required)

            Click the Add button to configure additional filters. Agents satisfying the configure filter will appear in the Defined Users section.

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      Note: An agent can belong to only one Optimisation Set at a time within a Schedule Scenario. To add an agent to a different Optimization Set, you must first remove them from the existing one.

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      Shift Rules

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   5. Shift Start Time Tolerance: Specify the maximum deviation, in hours or minutes, the system can allow a Shift to start earlier or later than its originally scheduled start time.

   6. Maintain Minimum Gap Between Shifts: Enable this toggle to ensure that the minimum required interval between consecutive Shifts, defined by the Assignment-type Schedule Policy assigned to the agents, is maintained by the system while optimizing the Schedule Scenario. This toggle is disabled by default.

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      Activity Rules

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   7. Activity Start Time Tolerance: Specify the maximum deviation, in hours or minutes, the system can allow an Activity to start earlier or later than its originally scheduled start time.

   8. Activities that cannot be rescheduled: Select the Activities that cannot be rescheduled when optimizing the Schedule Scenario.

   9. Activities that can be removed: Select the Activities that can be removed when optimizing the Schedule Scenario.

      Note: All Activities can be rescheduled by default unless specified otherwise in the Activities that cannot be rescheduled field.

      Note: The Activities that cannot be rescheduled and Activities that can be removed fields are accessibleonly when at least one agent is selected in the User field.

6. Click the "+ Optimisation Set" button to configure additional Optimisation Sets.

7. Click the Save button.

This action will move the Schedule Scenario to the Processing state. Once optimization is complete, it will remain in the Draft state. After a Schedule Scenario is successfully optimized, its Staffing Metrics will display the updated details. You can then review the optimized Schedule Scenario and choose to publish it. Upon publishing, the new version of the Schedule Scenario will be created in the Published state.