What is flowed work in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: flowed work

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: The work that must be completed as a business activity occurs.

Smart SAP Assistant

• Key Concepts: 
  Flowed work is a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It allows agents to be scheduled in a way that optimizes their workload and ensures that they are able to handle customer inquiries in an efficient manner. Flowed work also helps to ensure that customer inquiries are handled in a timely manner and that customer satisfaction is maintained. 
  
  How to use it: 
  Flowed work can be used to create a schedule for agents that optimizes their workload and ensures that customer inquiries are handled in an efficient manner. The schedule can be created by setting up rules for how the agents should be scheduled, such as the number of hours they should work, the types of inquiries they should handle, and the order in which they should handle them. Once the rules have been set up, the system will automatically generate a schedule for the agents based on these rules. 
  
  Tips & Tricks: 
  When setting up rules for flowed work, it is important to consider the types of inquiries that agents will be handling and how long it typically takes them to handle each type of inquiry. This will help ensure that the schedule is optimized for maximum efficiency. Additionally, it is important to consider any special circumstances or requests from customers when creating the schedule, as this can help ensure that customer satisfaction is maintained. 
  
  Related Information: 
  For more information on flowed work and how to use it, please refer to SAP's documentation on CRM-RPL-ICS Interaction Center Agent Scheduling. Additionally, there are many online resources available that provide tips and tricks for optimizing flowed work schedules.