Create a policy for Schedule Optimization

Create policies to promote factors like the travel time and an agent's availability. Policies determine how to optimize an agent’s schedule based on defined objectives or constraints.

Before you begin

Role required: wm_admin

About this task

A policy defines the rules and priorities that guide Schedule Optimization. Policies are built from objectives and constraints, which work together to determine how tasks are assigned to agents. Objectives control how tasks are prioritized during optimization, while constraints define the mandatory conditions an assignment group must meet to be considered for a task. See Optimization Features for the full list of objectives and constraints.

You can use different policies for different batch or intraday configurations.

Procedure

1. Navigate to All > Schedule Optimization > Administration > Policies.
2. Select New.
3. On the policy record form, provide a name and description.
4. Select Submit.
5. Select the policy you created.
6. Optional: Add a constraint.
   1. Select the Constraint tab.
   2. Select New.
   3. In the Optimization feature field, select the Lookup using list icon () and select the constraint to add.
   4. Select Submit.
7. Optional: Add additional objectives.
   Policies include default objectives that cannot be removed. You can add optional objectives to further customize optimization behavior.
   1. Select the Objective tab.
   2. Select New.
   3. In the Optimization feature field, select the Lookup using list icon () and select the objective to add.
   4. Select Submit.
   5. In the Objectives list, double-click (or use the keyboard shortcut) the Weight field for the objective you added and enter an integer value.
   Schedule Optimization prioritizes higher-numbered weights. For default settings, apply a weight of 1. For more important factors, apply a weight of 2 or higher.
8. Select Update.

Result

You have now created a schedule optimization policy.

What to do next

Create a batch for Schedule Optimization.

Related tasks

• Add objectives to a policy
• Add constraints to a policy