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

SAP Term: cost premium

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: The amount an employee would be paid, in addition to their normal and overtime pay, when scheduled for additional hours. The value is used by the system to more accurately predict the cost of a schedule when employees are scheduled for additional hours.

Smart SAP Assistant

• Key Concepts: 
  Cost premium is a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It allows companies to set a cost premium for certain agents, which is an additional cost that is added to the cost of the agent’s services. This cost premium can be used to incentivize agents to work more efficiently or to reward them for their performance. 
  
  How to use it: 
  To use the cost premium feature, companies must first set up a cost premium for each agent. This can be done by entering the cost premium amount in the “Cost Premium” field in the Agent Scheduling component. Once this is done, the cost premium will be automatically added to the total cost of the agent’s services. 
  
  Tips & Tricks: 
  When setting up a cost premium for an agent, it is important to consider how much of an incentive or reward you want to give them. If you set the cost premium too high, it may not be effective in motivating them to work more efficiently or rewarding them for their performance. 
  
  Related Information: 
  The cost premium feature is part of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. For more information on this component and how to use it, please refer to SAP’s official documentation.