What is historical data in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: historical data

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: This scenario uses historical data for forecasting purposes. In the system you can choose historical data representing weeks from previous months or years, and use the data to produce a statistical picture of what the typical business week might look like.

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• Key Concepts: 
  Historical data is information that has been collected over a period of time. In the context of SAP CRM-RPL-ICS Interaction Center Agent Scheduling, historical data refers to the data collected from past interactions between agents and customers. This data can be used to analyze customer behavior and preferences, as well as to identify trends in customer service. 
  
  How to use it: 
  Historical data can be used to inform decisions about agent scheduling. By analyzing the data collected from past interactions, managers can determine which agents are best suited for certain types of customer interactions. This can help ensure that customers receive the best possible service. Additionally, historical data can be used to identify areas where customer service could be improved. 
  
  Tips & Tricks: 
  When using historical data to inform agent scheduling decisions, it is important to consider the context of each interaction. For example, if an agent has had a particularly successful interaction with a customer in the past, it may not necessarily mean that they should be assigned to all similar interactions in the future. 
  
  Related Information: 
  Historical data can also be used to inform decisions about customer segmentation and marketing campaigns. By analyzing customer behavior and preferences, companies can better target their marketing efforts and ensure that they are reaching the right customers with the right message.