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

SAP Term: availability template

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: Contains uniform data the system automatically enters into the record in order to reduce the time necessary for entering and maintaining employee availability details and to keep entries consistent. For example, templates can contain information that describes general availability periods, such as a.m., p.m., or weekends, and assign those as necessary to employees.

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• Key Concepts: 
  An availability template is a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It allows users to define and manage the availability of agents for customer service interactions. This includes setting up working hours, breaks, and holidays for each agent. The template also allows users to define the maximum number of agents that can be available at any given time. 
  
  How to use it: 
  To use an availability template, users must first create a template in the CRM-RPL-ICS Interaction Center Agent Scheduling component. This template can then be assigned to individual agents or groups of agents. Once assigned, the template will be used to determine when agents are available for customer service interactions. 
  
  Tips & Tricks: 
  When creating an availability template, it is important to consider the needs of both customers and agents. For example, it may be beneficial to set up longer breaks for agents during peak customer service times in order to ensure that customers are not left waiting for too long. Additionally, it is important to ensure that the maximum number of agents available at any given time is sufficient to meet customer demand. 
  
  Related Information: 
  For more information on availability templates and other features of the CRM-RPL-ICS Interaction Center Agent Scheduling component, please refer to the SAP Help Portal or contact your local SAP representative.