Agent preferences

ISC Workforce Management’s Preference feature lets you enter work preferences for individual agents like Start Times, End Times, and duration of Lunches.

Several Preference types with differing options can be applied to the same day-of-the-week and prioritized as the agent wishes.

ISC WFM schedules an agent’s assignment preferences when those options are available after a schedule has been optimized to meet workforce requirements.

Call Agent Pre-Assignment Features

ISC WFM also allows you to hardwire an agent preference into a particular schedule through the Preassignment feature. Agent Preferences must conform to agent and team work rules to be implemented in a schedule, but ISC WFM enables the by-passing of these rules on an as-needed basis.