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

SAP Term: Calculation Server

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: Supports two essential functions within workforce management: The Dispatch Services which transmit and manage calculation and status requests from the Application Server to Calculation Services. Likewise, the Dispatch Services monitor the Calculation Services host machines for status messages, and messages indicating that schedule calculation is complete. Calculation Services accept calculation and calculation status requests from Dispatch Services. The optimization engine, a central piece of the Calculation Services, takes data such as volume forecasts, planned events, employee availabilities, work rules and other parameters, and produces a mathematically optimized location schedule that best balances workload requirements against constraints.

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• Key Concepts: 
  Calculation Server is a component of the SAP CRM-RPL-ICS Interaction Center Agent Scheduling. It is a server-side application that is responsible for calculating the optimal agent schedules based on the customer demand and agent availability. It takes into account the customer demand, agent availability, and other factors such as skills and preferences to generate an optimal schedule. 
  
  How to use it: 
  The Calculation Server can be used to generate an optimal schedule for agents in an Interaction Center. It takes into account customer demand, agent availability, and other factors such as skills and preferences to generate an optimal schedule. The generated schedule can then be used by the agents to plan their workday. 
  
  Tips & Tricks: 
  When using the Calculation Server, it is important to ensure that the customer demand and agent availability are accurately entered into the system. This will ensure that the generated schedule is as accurate as possible. Additionally, it is important to ensure that all relevant skills and preferences are taken into account when generating the schedule. 
  
  Related Information: 
  The Calculation Server is part of the SAP CRM-RPL-ICS Interaction Center Agent Scheduling solution. It is designed to help organizations optimize their agent scheduling process by taking into account customer demand, agent availability, and other factors such as skills and preferences. For more information about this solution, please visit SAP's website.