What is disallowed shift length in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: disallowed shift length

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: The length of a shift that the system cannot schedule for an employee when calculating or recalculating a schedule based on corporate policy, governmental requirements, or union regulations.

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• Key Concepts: 
  Disallowed shift length is a feature in the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It allows administrators to set a maximum shift length for agents, preventing them from working shifts that are too long. This helps to ensure that agents are not overworked and that their shifts are within the legal limits set by the company. 
  
  How to use it: 
  To use the disallowed shift length feature, administrators must first set the maximum shift length in the system. This can be done by going to the “Settings” tab in the CRM-RPL-ICS Interaction Center Agent Scheduling component and selecting “Disallowed Shift Length”. From there, administrators can enter the maximum shift length they want to set for their agents. 
  
  Tips & Tricks: 
  It is important to remember that the disallowed shift length feature only applies to agents who are scheduled through the CRM-RPL-ICS Interaction Center Agent Scheduling component. Agents who are scheduled through other components or manually will not be affected by this feature. 
  
  Related Information: 
  The disallowed shift length feature is part of a larger suite of features in the CRM-RPL-ICS Interaction Center Agent Scheduling component that help administrators manage their agents’ schedules. Other features include shift swapping, shift swapping requests, and shift availability.