What is response rate in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: response rate

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: The length of time it takes an employee to respond to customer contact for example, fax or e-mail when immediate action is not required.

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• Key Concepts: 
  Response rate is a metric used to measure the efficiency of an Interaction Center Agent Scheduling (ICAS) system. It is calculated by dividing the total number of responses received by the total number of requests sent. This metric is used to determine how quickly and accurately ICAS is responding to customer inquiries. 
  
  How to use it: 
  The response rate metric can be used to measure the performance of an ICAS system. It can be used to identify areas where the system needs improvement, such as response time or accuracy. It can also be used to compare different ICAS systems and determine which one is more efficient. 
  
  Tips & Tricks: 
  When measuring response rate, it is important to consider the quality of the responses as well as the quantity. A high response rate does not necessarily mean that the ICAS system is performing well if the responses are inaccurate or incomplete. 
  
  Related Information: 
  The response rate metric is closely related to other metrics such as customer satisfaction and customer retention. These metrics can be used in conjunction with response rate to get a better understanding of how well an ICAS system is performing.