What does the Shift Scheduling logic engine filter based on?

The Shift Scheduling logic engine focuses on agent eligibility for shift assignments. This means it assesses specific criteria that determine if an agent is qualified to take on a particular shift based on various factors such as skill set, training, and availability. This eligibility ensures that shifts are filled with agents who can best meet the requirements of that work period, thereby contributing to operational efficiency and maintaining service quality in the contact center.

By prioritizing eligibility, the engine can streamline the scheduling process, ensuring that the right agents are assigned to shifts that match their capabilities and consent. This approach avoids issues that might arise from factors like tenure or random selection, which may not align with the operational needs of the contact center or the agent's qualifications for certain shifts.