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

SAP Term: fixed shift

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: A schedule segment which defines when an employee is to work within a location, entered manually, and having a specific start and end time. When the system is calculating a schedule containing fixed shifts, it: Cannot change start and end times for a fixed shift Can optimize shift segments within a fixed shift

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• Key Concepts: 
  Fixed shift is a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It allows agents to be assigned to a specific shift, such as morning, afternoon, or evening, for a set period of time. This ensures that the same agents are available during the same time periods each day. 
  
  How to use it: 
  To use fixed shift, an administrator must first create a shift template in the CRM-RPL-ICS Interaction Center Agent Scheduling component. This template will define the start and end times for each shift. Once the template is created, agents can be assigned to specific shifts. The administrator can also assign multiple agents to the same shift if needed. 
  
  Tips & Tricks: 
  When creating a shift template, it is important to consider the needs of the agents and customers. For example, if customers are more likely to call during certain times of day, it may be beneficial to assign more agents to those shifts. Additionally, it is important to ensure that agents are not overworked by assigning them too many shifts. 
  
  Related Information: 
  The CRM-RPL-ICS Interaction Center Agent Scheduling component also includes features such as flexible shifts and on-call shifts. Flexible shifts allow agents to switch between different shifts on a daily basis, while on-call shifts allow agents to be available for short periods of time when needed. Additionally, the component includes features such as vacation scheduling and overtime scheduling.