How do I use optimization rules to place breaks and lunches?

Optimization rules let you place events such as breaks and lunches automatically. You set the timing limits, and Assembled places each event where it best supports your staffing needs. This article explains how to create an optimization rule and apply it to your agents' schedules from the staffing timeline.

How do I create an optimization rule?

An optimization rule sets the limits Assembled works within when it places events. You can create as many rules as you need, such as one for lunches and one for lunches and breaks.

1. Navigate to Configure > Optimizations.
2. Select Add rule.
3. Enter a Title. You'll pick the rule by this name when you apply it, so keep it short and clear.
4. Under Event types to keep in their original place, choose any events that shouldn't move, such as meetings, 1:1s, or time off. Assembled schedules around these.
5. Select Enforce the order of event rules if your events must happen in a set order. For example, select it if you need a break, then lunch, then another break. Leave it cleared if events can happen in any order.
6. Select Stagger events if you want event times spread out across agents. This helps avoid everyone taking lunch at the same time.
7. Select Add event rule and fill in the settings for each event you want to place. See the next section for what each setting means.
8. Select Add optimization rule to save.

What do the event rule settings mean?

How do I apply an optimization rule to my schedule?

You apply rules from the staffing timeline. Assembled uses the agents and date range you're viewing.

1. Navigate to the staffing timeline.
2. Filter to the agents whose events you want to optimize.
3. Choose your date range. If you're viewing a day, the rule applies to that day. If you're viewing a week, it applies to the whole week.
4. Select Schedule assistant in the toolbar. This opens the Optimize events window.
5. Choose a rule from Optimization rule.
6. Select Optimize events.

This can take a few moments for large teams or long date ranges. When it finishes, a summary shows which agents were optimized.

What happens if an optimization doesn't work for an agent?

Sometimes an agent's events can't fit within the rule. This usually happens when a shift is too short for the durations and gaps you've set. When this happens, Assembled leaves that agent's events exactly as they were, so no agent is left half-optimized. The summary lists every agent whose events couldn't be placed.

To fix this, check the agent's shift length against your rule. Shortening an event or reducing a time gap usually helps.

How does Assembled decide where to place events?

Assembled places events so your scheduled staffing stays as close as possible to the staffing requirements from your forecast. If you apply a rule while filtered to All channels, Assembled balances coverage across every channel. If you filter to one channel, it optimizes for that channel and the queues within it.

Why did my service level go down after optimizing?

There are two common reasons:

• You added new events. If agents didn't have breaks or lunches before, adding them reduces productive time. Some drop in service level is expected.
• Coverage was rebalanced. Assembled protects your least-staffed queues first. Some queues may end up with a lower service level while others improve, because the goal is the best overall result.