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

SAP Term: holiday cost profile

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: Rules that define how the hours worked by employees within a default settings group are to be applied within the system for shifts scheduled within a week with a holiday. For example, whether the system should include holiday hours in overtime calculations of estimated pay. Holidaycost profiles improve the system's accuracy in forecasting the cost of aschedule that includes holidays.

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• Key Concepts: 
  A holiday cost profile is a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It allows users to define the cost associated with holidays for each agent in the system. This cost is then used to calculate the total cost of an agent's schedule. 
  
  How to use it: 
  To use the holiday cost profile, users must first define the cost associated with each holiday for each agent. This can be done by entering the cost in the “Holiday Cost” field in the “Agent Scheduling” tab of the CRM-RPL-ICS Interaction Center Agent Scheduling component. Once this is done, the total cost of an agent's schedule will be calculated automatically based on the holiday costs defined. 
  
  Tips & Tricks: 
  When defining holiday costs, it is important to consider how much time an agent will be away from work due to holidays. This will help ensure that the total cost of an agent's schedule is accurate and reflects their actual time away from work. 
  
  Related Information: 
  For more information on how to use the holiday cost profile, please refer to SAP's official documentation on CRM-RPL-ICS Interaction Center Agent Scheduling.