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

SAP Term: schedule priority

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: A means for aligning schedule results with an organization's business objectives. The system is delivered with preconfigured schedule priorities which provide a generic, balanced importance. Minimum AverageSkill is an example of a schedule priority. Based on this schedule priority, the system attempts to ensure that all employees scheduled fora given time period have, on the average, the skill / proficiency ratingyou have defined, or better. Schedule priorities guide decisions the system makes when calculating or recalculating schedules. By changing a schedule priority you increase or decrease its importance relative to all other schedule priorities.

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• Key Concepts: 
  Schedule Priority is a feature in the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It allows users to prioritize their work schedules and assign different levels of importance to different tasks. This helps ensure that the most important tasks are completed first and that resources are allocated accordingly. 
  
  How to use it: 
  To use Schedule Priority, users must first define the priority levels they wish to assign to their tasks. This can be done by assigning a numerical value to each task, with higher numbers indicating higher priority. Once the priority levels have been set, users can then assign tasks to agents based on their priority level. 
  
  Tips & Tricks: 
  When assigning tasks to agents, it is important to consider the skills and experience of each agent. Assigning tasks that are too difficult or complex for an agent may result in delays or errors. Additionally, it is important to ensure that all tasks are assigned a priority level so that resources can be allocated accordingly. 
  
  Related Information: 
  For more information on Schedule Priority, please refer to the SAP Help Portal or contact your local SAP representative. Additionally, there are several online tutorials and videos available which provide step-by-step instructions on how to use this feature.