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

SAP Term: calculation service

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: Accepts 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.

Smart SAP Assistant

• Key Concepts: 
  Calculation Service is a component of the CRM-RPL-ICS Interaction Center Agent Scheduling. It is used to calculate the optimal schedule for agents in a call center. It takes into account the number of agents available, the number of calls to be handled, and the skills and preferences of each agent. The calculation service then creates a schedule that maximizes efficiency and customer satisfaction. 
  
  How to use it: 
  The calculation service can be used by setting up the parameters for the call center. This includes the number of agents, their skills and preferences, and the number of calls to be handled. Once these parameters are set, the calculation service will generate an optimal schedule for the agents. This schedule can then be used to assign tasks to each agent. 
  
  Tips & Tricks: 
  When setting up the parameters for the calculation service, it is important to ensure that all relevant information is included. This includes any special skills or preferences that each agent may have, as well as any specific requirements for handling certain types of calls. Additionally, it is important to ensure that the number of calls to be handled is accurate, as this will affect the accuracy of the generated schedule. 
  
  Related Information: 
  The calculation service is part of a larger system known as CRM-RPL-ICS Interaction Center Agent Scheduling. This system also includes features such as call routing, reporting, and analytics. Additionally, there are other components such as workforce management and customer relationship management that can be used in conjunction with the calculation service to further optimize agent scheduling.