Using a balanced and fair method, Lucero Summit schedules up to twelve agents for any given period and allows schedules to have different numbers of agents scheduled for each period (up to eight periods per day). The Scheduler considers working holidays and agent exception dates (when agents request not to be scheduled). The amount of time an agent is “On” is recorded in the agent record and is easy to manipulate. The corresponding reports and calendar-based schedules are printed for delivery to the agents and staff.

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