What is default group settings in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: default group settings

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: Used to organize employees into groups having the same general characteristics. You attach required settings for employees you want to schedule within workforce management, for example, work rule or availability information, to the default group. When you add an employee to the system and apply the default settings group, the settings for the group become the default settings for the employee. When necessary, you can edit or change the default settings for the employee. Default group settings substantially reduce the time required to add new employees to workforce management as you are able to automatically apply the same settings and attributes to an entire set of similar types of employees and not have to enter each attribute separately.

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• Key Concepts: 
  Default group settings are the default settings that are applied to a group of agents in the CRM-RPL-ICS Interaction Center Agent Scheduling component. These settings include the number of agents in the group, the type of work they will be doing, and the hours they will be working. 
  
  How to use it: 
  Default group settings can be used to quickly set up a group of agents with the same settings. This can be done by selecting the “Default Group Settings” option in the CRM-RPL-ICS Interaction Center Agent Scheduling component. From there, you can enter the number of agents in the group, select the type of work they will be doing, and set their hours. 
  
  Tips & Tricks: 
  When setting up default group settings, it is important to make sure that all of the settings are correct and that they match up with what is needed for the group of agents. It is also important to make sure that all of the agents in the group are aware of their assigned hours and tasks. 
  
  Related Information: 
  For more information on setting up default group settings in CRM-RPL-ICS Interaction Center Agent Scheduling, please refer to SAP’s official documentation on this topic.