What is an Optimal shift schedule?
An Optimal shift schedule is a feasible set of schedules for which all of the constraints are satisfied and the objective function (finding the least number of employees needed to handle the desired call volume) is minimized. In some cases, an Optimal schedule might not exist due to different reasons such as the infeasibility of matching agents to intra-day call patterns that have extreme peaks and valleys. However, our scheduling program will run through thousands of shift schedule iterations until it finds a feasible solution closest to your objective function.
