Component: CRM-RPL-ICS
Component Name: Interaction Center Agent Scheduling
Description: The description and characteristics of user-definable work rules, instructions which determine how the system can schedule an employee when calculating or recalculating a schedule. Workforce management contains 12 user-definablle work rules you can choose to define to meet the specific needs of your location. You add the text and characteristics that define these work rules when you want to include them within your implementation. Managers see this special work rules text when they are viewing the Work Rules tab page.
Key Concepts: Special work rules text is a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It allows users to define special rules for scheduling agents, such as the number of hours they can work, the types of tasks they can perform, and the times they can take breaks. This helps to ensure that agents are working efficiently and effectively. How to use it: To use special work rules text, users must first define the rules they want to apply. This can be done by selecting the “Special Work Rules Text” option from the menu in the CRM-RPL-ICS Interaction Center Agent Scheduling component. Once the rules have been defined, they can be applied to individual agents or groups of agents. Tips & Tricks: When defining special work rules text, it is important to consider the needs of both the agents and the organization. For example, if an organization wants to ensure that agents are taking regular breaks, it may be beneficial to set a rule that requires them to take a break after a certain number of hours. Related Information: For more information on special work rules text in SAP, please refer to the official SAP documentation. Additionally, there are many online resources available that provide tips and tricks for using this feature effectively.
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