When generating an optimized schedule in a working schedule, there is a question: How should the off-phone time be fit into the schedule?
There are three options:
- Ignore off-phone intervals: Creates schedules that do not include breaks or lunches.
- Place intervals inline with schedule interval placement: The system will add the breaks and lunches at the same time as adding the schedule for each agent, then move on to the next agent.
- Place intervals following the placement of all schedule intervals: The system will add all the schedules first, then add the breaks and lunches in the optimal places, based on the forecast.
Because this is a working schedule, you can select each option and re-optimize, then view the results to determine which works best for your center prior to publishing the schedule.