What is fixed filler task in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: fixed filler task

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: Business activity that requires a set amount of time to complete, regardless of any other work the employee must perform. Employees are typically scheduled for fixed filler tasks at a defined time of day, typically during off-peak times. Managers doing administrative work is a common example of a fixed filler task.

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• Key Concepts: 
  Fixed filler tasks are used in the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. They are used to fill gaps in an agent's schedule, such as when an agent is not available for a certain period of time. Fixed filler tasks are assigned to agents and can be used to assign tasks that are not related to customer interactions, such as training or administrative tasks. 
  
  How to use it: 
  Fixed filler tasks can be created in the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. To create a fixed filler task, select the “Create Fixed Filler Task” option from the menu. Enter the details of the task, such as the start and end times, duration, and any other relevant information. Once the task is created, it can be assigned to an agent. 
  
  Tips & Tricks: 
  When creating a fixed filler task, it is important to ensure that the task does not overlap with any other tasks that have been assigned to the agent. This will help ensure that the agent is able to complete all of their tasks in a timely manner. Additionally, it is important to ensure that the task is relevant to the agent's job role and that it will not interfere with their customer interactions. 
  
  Related Information: 
  For more information on fixed filler tasks in SAP, please refer to the official SAP documentation on CRM-RPL-ICS Interaction Center Agent Scheduling. Additionally, there are many online resources available that provide detailed instructions on how to use this feature in SAP.