What is service quality template in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: service quality template

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: Used to contain data which represents specific service level goals for tasks, the minimum wait time, for example, used in place of a forecast when the system is calculating demand.

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• Key Concepts: 
  A Service Quality Template is a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It is used to define the quality standards for customer service interactions. It includes criteria such as response time, customer satisfaction, and resolution rate. 
  
  How to use it: 
  The Service Quality Template is used to set the quality standards for customer service interactions. It can be used to define the criteria that must be met in order for an interaction to be considered successful. The criteria can include response time, customer satisfaction, and resolution rate. The template can also be used to track performance against these criteria over time. 
  
  Tips & Tricks: 
  When setting up a Service Quality Template, it is important to ensure that the criteria are realistic and achievable. It is also important to ensure that the criteria are measurable so that performance can be tracked over time. 
  
  Related Information: 
  The Service Quality Template is part of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It is related to other features such as customer service analytics and customer service reporting.