What is break rule set in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: break rule set

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: Used to group the most common break rules in order to more easily assign break rules to employees. Once you create a break rule set, assigning the set to an employee is the same as assigning each individual break rule.

Smart SAP Assistant

• Key Concepts: 
  Break rule set is a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It allows users to define rules for when agents should take breaks during their shift. The rules can be based on time, number of interactions, or other criteria. 
  
  How to use it: 
  To use the break rule set feature, users must first define the rules they want to apply. This can be done in the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. Once the rules have been defined, they will be applied automatically when agents are scheduled for shifts. 
  
  Tips & Tricks: 
  When defining break rules, it is important to consider the needs of both the agents and the business. For example, if an agent needs a longer break than what is allowed by the rule set, it may be beneficial to adjust the rule accordingly. 
  
  Related Information: 
  The break rule set feature is part of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It is also related to other features such as shift scheduling and agent availability.