What is holiday cost premium in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: holiday cost premium

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: The amount an employee would be paid when scheduled to work on a holiday based on the rules within a holiday cost profile. The value is used by the system to more accurately predict the cost of a schedule that includes holidays.

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• Key Concepts: 
  Holiday cost premium is a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It allows companies to set a higher rate of pay for agents who work on holidays. This helps to incentivize agents to work on holidays and ensures that the company is able to meet customer service demands during peak times. 
  
  How to use it: 
  The holiday cost premium feature can be enabled in the SAP system by setting up a holiday cost premium rate in the agent scheduling configuration. This rate will be applied to all agents who work on holidays. The rate can be set as a percentage of the regular rate or as a fixed amount. 
  
  Tips & Tricks: 
  When setting up the holiday cost premium rate, it is important to consider the impact it will have on the company’s budget. It is also important to ensure that the rate is competitive enough to incentivize agents to work on holidays. 
  
  Related Information: 
  The holiday cost premium feature is part of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It can be used in conjunction with other features such as shift scheduling and overtime pay to ensure that customer service demands are met during peak times.