What is schedule exception in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: schedule exception

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: The result of a schedule that does not exactly meet one or more employee schedule rules.

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• Key Concepts: 
  Schedule exceptions are used in the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP to define a deviation from the normal working hours of an agent. This can be used to define a specific time period when an agent is not available for work, such as vacation or sick leave.
  
  How to use it: 
  Schedule exceptions can be created in the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. To do this, go to the “Schedule Exceptions” tab and select “Create”. Enter the start and end dates for the exception, as well as any additional information such as the reason for the exception. Once saved, the exception will be applied to all agents within the specified time period.
  
  Tips & Tricks: 
  When creating a schedule exception, it is important to ensure that all relevant information is entered correctly. This includes the start and end dates, as well as any additional information such as the reason for the exception. Additionally, it is important to ensure that all agents affected by the exception are notified in advance so that they can make any necessary arrangements.
  
  Related Information: 
  For more information on schedule exceptions in SAP, please refer to the official SAP documentation at https://help.sap.com/viewer/product/CRM_RPL_ICS_INTERACTION_CENTER_AGENT_SCHEDULING/7.0/en-US