Concurrent Optimal Scheduler

Complex work and off day patterns, shift start times, lengths, break windows, durations, etc., agent availability and skills, varying contact volumes and handling times, multiple sites and multimedia channels, and an astronomical number of possible schedule sets that will satisfy these requirements, make it impossible to schedule agents optimally without advanced optimization technologies. Using ac2’s advanced mathematical models and optimization algorithms, the AWO Portal provides the new generation concurrent optimal scheduling technology (patent pending). Agents’ schedules with work and off days, daily start and end times, and break times are optimized concurrently to meet the targeted service levels at minimum cost.

In contrast, traditional WFM systems universally use incremental scheduling to generate schedules one-at-a-time, optimizing each schedule individually by itself. It applies the same scheduling steps as manual scheduling to generate schedules.

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Traditional and New Generation scheduling technology (2:55)

Incremental scheduling introduces the same inefficiencies as manual scheduling. These inefficiencies increase costs and lower service levels by scheduling excessive agents at times when they are not needed, and by not scheduling enough at others. By eliminating these inefficiencies, concurrent schedule optimization lowers total agent costs by 5-12% over other WFM systems.

The AWO Optimal Scheduler uses the patent-pending new generation concurrent schedule optimization technology to deliver unmatched schedule efficiency. Optimal schedule efficiency is achieved by generating optimal agent schedules with daily start times, break start times, and work and off days together, rather than incrementally one at a time, to meet the service level targets. Together with meeting the service level targets, the AWO Portal optimizes your schedules to achieve several objectives:

• Minimize excess agent hours
• Minimize total cost when agents have different hourly wages or benefits
• Maximize schedule efficiency

The AWO concurrent optimal scheduling technology is highly flexible to meet a variety of user defined schedule requirements including keeping agents on fixed schedules, and scheduling agents based on their availabilities and preferences.

• Powerful new generation mathematical models and optimization algorithms to develop concurrently optimized schedules with unmatched schedule efficiency levels. View scheduling technology evaluations by Fortune 100 companies.
• Agent schedules by preference- and availability-based bidding, fixed or uploaded
• Extensive “What-If” scheduling and analysis capabilities for unlimited number of scenarios