Multi-Criteria Schedule Manager

The AWO Multi-criteria Schedule Manager facilitates the agent-schedule assignment process. You can assign schedules to agents in three different ways: i) using agents’ preferences, ii) using agents’ availabilities and preferences, and iii) schedule bidding. You can also assign a predetermined (fixed) or customized schedule. The module uses the new generation multi-criteria optimization technology to maximize agent satisfaction and fairness in assigning schedules.

It assigns schedules using one of three methods.

• Preference based scheduling option allows agents to enter their preferred work hours. Schedules are then optimally generated to conform to these preferences.
• Availability based scheduling allows agents to enter the times they are available to work together with the most preferred hours. An agent’s availability should be more flexible than their preferred work hours. Schedules are generated optimally to conform to these availabilities. They are assigned to agents using AWO’s multi-criteria optimization technology to maximize agent satisfaction.
• Bidding based scheduling allows agents to enter their schedule preferences. Management enters various criteria including seniority, performance score, adherence, or any other that the management would like to include. Criteria specified by management are used to assign schedules to agents using AWO’s multi-criteria optimization technology to maximize agent satisfaction and fairness.