Powerful work rules build a solid foundation for the IEX TotalView system's scheduling processes. You define shift start and end times, minimum and maximum limits on consecutive days on or days off, how to schedule breaks, lunches and other activities, and the degrees of variability in a generated schedule. The IEX TotalView system builds schedules that maximise your efficiency and still fit your business environment. It does not matter whether that environment consists of one site or many, uses standard or skill-based routing, handles only calls or handles multiple contact channels such as calls, email, and web chats. Schedules can be unique from day to day, be copied from previous weeks, or rotate in custom patterns. The IEX TotalView system even allows you to span schedules over midnight and end-of-week boundaries, and accounts for overhead, weekend fairness and other parameters.

The IEX TotalView system generates schedules and assigns agents through its unique patented agent preference scheduling, through schedule bidding, or through a combination of the two methods.

Preference scheduling allows agents to rank their shift preferences, including desired start time, end time, lunch time, number of days to work, days off, and more. The IEX TotalView system automatically assigns each agent to the schedule that best meets their preferences, automatically accounting for seniority or other ranking criteria. Through preference scheduling, your contact centre gains maximum flexibility to meet changing needs while increasing agent satisfaction with their schedules.

Schedule bidding allows agents to select their shifts from generated schedules, according to the work and bidding rules you specify. Bidding can be managed by seniority or other ranking criteria, by work team, and by full-time, part-time or other schedule type. Once bidding is complete, the assigned schedules can be applied to future weeks, until the next scheduled bidding cycle. Ideal for contact centre environments where contact volumes are more predictable, schedule bidding allows agents maximum choice and predictability for their time at work.

Assigned schedules are easily manipulated through the IEX TotalView system's unique graphical schedule management screen. Intuitive icons clearly show each agent's assigned activity throughout the day. Activities can quickly be added, deleted, or rescheduled simply by dragging and dropping their icons. Schedules can be sorted and filtered by start time, agent name, and other criteria in any combination. Specialised schedule management functions streamline routine tasks like schedule trades, and can even automatically find the best time to schedule meetings and training.