Hi Chris,
Optimizer allows you to filter your schedule view by the following criteria, Workgroup, Team, Interaction Type, Skill set, Shift, Shift Trade. If you are simply looking to evaluate how many resources you have schedule for a given criteria, say location in your example you could create a logical workgroup or perhaps skill (meaning no interactions routing to them). You can use them to filter your schedule. Keep in mind this is for filtering purposes only as you will not have forecast data for these grouping because you are not actually forecasting for them. This is a work around to simply see schedules for a subset but not for evaluation of coverage.
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Chip Funk
Manager, Business Consulting
Genesys
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Original Message:
Sent: 08-28-2019 13:15
From: Chris Cover
Subject: Filtering in Optimizer Schedule
Is there any capability to filter by more than team within an Optimizer schedule? We have scheduling units of more than 200 agents and currently can only filter by team manager. We have other things we would like to be able to filter by such as location, selected agents from different team managers, or information from user configuration from ic admin? #optimizer
#AskMeAnything(AMA)
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Chris Cover
Workplace Safety & Insurance Board
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