What is availability in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: availability

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: The time each day when an employee can be scheduled for work.

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• Key Concepts: 
  Availability in SAP CRM-RPL-ICS Interaction Center Agent Scheduling is the ability of an agent to be available for customer interactions. It is determined by the agent's availability status, which can be set to either "Available" or "Unavailable". Availability is also affected by the agent's work schedule, which can be set to reflect their working hours and days off. 
  
  How to use it: 
  In order to use availability in SAP CRM-RPL-ICS Interaction Center Agent Scheduling, an agent must first set their availability status. This can be done by logging into the system and selecting either "Available" or "Unavailable" from the drop-down menu. The agent must then set their work schedule, which will determine when they are available for customer interactions. 
  
  Tips & Tricks: 
  It is important to ensure that an agent's availability status and work schedule are up-to-date in order to ensure that they are available for customer interactions when needed. Additionally, it is important to ensure that an agent's availability status is set correctly in order to avoid any potential conflicts with other agents or customers. 
  
  Related Information: 
  For more information on availability in SAP CRM-RPL-ICS Interaction Center Agent Scheduling, please refer to the official SAP documentation. Additionally, there are a number of online resources available that provide detailed instructions on how to use this feature.