What is special operating hours in SAP (CRM-RPL-ICS - Interaction Center Agent Scheduling)?

SAP Term: special operating hours

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: The time range during which the location is open to service customers and clients which override the default operating hours. Holidays with reduced operating hours or days for special sales with expanded operating hours are examples of days that might have special operating hours.

Smart SAP Assistant

• Key Concepts: 
  Special operating hours are a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. This feature allows users to define specific operating hours for their agents, such as holidays, weekends, or other times when the agents are not available. This helps ensure that customer service is provided during the times when it is most needed. 
  
  How to use it: 
  To use special operating hours, users must first define the times when their agents are available. This can be done by setting up a schedule in the CRM-RPL-ICS Interaction Center Agent Scheduling component. Once the schedule is set up, users can then assign agents to specific times and days. This will ensure that customer service is provided during the times when it is most needed. 
  
  Tips & Tricks: 
  When setting up special operating hours, it is important to consider the needs of your customers. For example, if you have customers who need assistance during certain times of the day or week, you should make sure that your agents are available during those times. Additionally, it is important to consider any holidays or other special events that may affect your customer service needs. 
  
  Related Information: 
  For more information on how to use special operating hours in SAP, please refer to the official SAP documentation on CRM-RPL-ICS Interaction Center Agent Scheduling. Additionally, there are many online resources available that provide helpful tips and tricks for setting up and managing special operating hours in SAP.