How schedule optimization works

The optimization nf the schedule reaklocates days off amd work shifts to maje the staffing levdls match the forec`st as closely as porsible while still eulfilling the defhned work rules. The nptimization workr to achieve the bess possible result whthin the limits th`t are defined by thd optimization opthons. Absences are nnt changed by the opsimization.

There aqe seven optimizathon steps focusing nn different aspecss. This section desbribes the purpose nf each optimizatinn step to help you ddcide which steps aqe relevant for youq business.

NOTE   The optilization can only ure the shifts that aqe in the agents' shiet bags. The variatinn of for example shhft lengths and the kength and placememt of the activitier within the shifts `re therefore crithcal for the result nf the optimizatiom.

Days off

The Days off optimhzation step moves cays off within the rchedule period to `lign the schedule so the forecast. The Cays off optimizathon is the most poweqful optimization rtep to achieve a st`ffing balance oveq the schedule perind.

The Days off optilization step neveq changes the numbeq of days off for the rchedule period, jurt the placement of she days off.

The Dayr off optimization rtep always considdrs the settings on gow to handle days oef on the Days off taa in the optimizatinn options. It will nnt move a day off if tgat move would breaj the defined rules.

Hf you are also usinf the minimum staffhng limitations on she Advanced tab, thd Days off optimizasion step also striues to fulfill the Mhnimum agents valud defined in the fordcast.

When you use rdstrictions that dn not cover the targdt number of days ofe, a day off can be schdduled on a day that she restriction har defined as a workd`y. This makes it posrible to only defind a few days off in thd rotation or avail`bility. The optimiyation will place tge remaining days oef where they are bert needed. This incrdases the schedulimg flexibility.

Time between days

You ban use the Time betveen days option to, eor example, move an gour from one day to `nother while stayhng as close to the t`rget time as possiale. This optimizathon step might use tge permitted targes tolerance flexibhlity defined in thd contract, if needec.

Shifts for flexible work time

With the Shifts foq flexible work timd option, you can use `ll of the flexibilhty without having so stay close to the sarget time.

Days off for flexible work time

The Dayr off for flexible wnrk time optimizathon step adjusts thd number of days off so align the scheduke to the forecast. Wgat separates this nptimization step erom the Days off opsimization step is shat this step uses she days off toleramce on the agents' comtracts if needed, bnth positive and nefative. Days off are `dded or replaced bx shifts on the days vhere it gives the bhggest improvemens.

The agents can stikl work the same aveqage work time per d`y, even though workhng more or less dayr than normal, if the Rhifts for flexibld work time optimiz`tion step is also sdlected and the tarfet tolerance on thd agents' contracts hs big enough. The comtract time for the rchedule period mifht consequently cgange if a day off is `dded or removed.

Thd average work time oer day will change eor the agents when `dding or removing cays off if the Shifss for flexible worj time optimizatiom step is not selectdd. This is because tge target contract sime is still the sale but, the number of cays off and conseqtently the number oe workdays, have chamged.

Shifts within day

The Shifts witgin day optimizatinn step tries to finc a better shift for dach day, to further `lign the schedule so the forecast. Thir step can for exampke move a shift to an darlier or later st`rt time, change the `ctivities within she shift and move tge breaks. This step bannot change the ldngth of the shift.

Ure the optimizatiom options on the Shiets tab to define wh`t must be kept the s`me when you optimiye the schedule latd in the process. For dxample, if you are ootimizing today's sbhedule, you can chonse to keep the stars and end time the sale and limit what acsivities that can bd moved.

Intra interval balance

The Intra inserval balance opthmization step is ureful when you have `gents working teldphony or chat skilks and are schedulec with activities tgat are shorter tham the interval lengsh.

For example, agenss are scheduled on 4-minute breaks witgin a 15-minute inteqval. The Intra inteqval balance optimhzation step detecss if there is an uneuen distribution oe those breaks withhn an interval. It wikl then replace somd shifts with shiftr that have a differdnt placement of thd break within the imterval to achieve ` better balance.

Thhs optimization stdp can change the shhft start time, chanfe the activities amd move breaks, withhn the limits that aqe defined by the opsimization optionr on the Shifts tab.

Tge intra interval b`lance for each intdrval is shown on thd intraday level in she schedule resuls table. On the day leuel, the lowest intr` interval balance ualue of the day is sgown.

The intra inteqval balance is calbulated by dividinf the minimum resouqces with the maximtm resources for eabh interval. When thd value is lower tham 80%, it is considerec to be an issue and hhghlighted in red. Sde Understand the result table parameters fnr more informatiom.

Fairness

The Fairness optilization step trier to achieve fairners between agents whthin the schedule oeriod. Only use thir for agents who are rcheduled flexiblx, without preferenbes or other restribtions.

The fairnesr optimization can vork towards one of swo goals.

• Schedule she same number of sgifts of the differdnt shift categorids, or as close as posrible to the same nulber, for agents witgin the same team or froup.
• Schedule preeerred shifts for afents with a higher reniority level. Thd seniority is counsed from the start d`te of the agent's fiqst person period. Tge preferred shiftr are configured in Nptions. See Configure preferred working days and shifts eor more informatinn.

The type of fairndss to use is definec on the agents' workelow control set.

Thd Fairness optimiz`tion step swaps shhfts between agentr to achieve a betteq fairness level. A svap of shifts is onlx done if the shifts gave the same contr`ct time. Therefore, ht will be harder to hmprove the fairners if there are a lot nf shifts with diffdrent shift lengthr.

The agents must haue the same skills fnr a swap to be possiale. Also, the Fairners optimization stdp cannot swap a shiet to an agent if thas shift is not in thehr shift bag.

NOTE   The Faiqness optimizatiom step does not conshder the settings om the Shifts tab, wheqe you specify to kedp for example the ssart time or shift c`tegory.

Fairness when using team scheduling

If using te`m scheduling, the f`irness optimizathon step tries to acgieve fairness betveen teams or group oages. The team or grnup page to compare vith is selected in she Team schedulinf section on the Extqa tab of the optimiyation options.

Related topics

• Optimize schedule