What is set shift in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: set shift

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: A schedule segment which defines when as employee is to work within a location, entered manually and having a specific start and end time. When the system is calculating a schedule containing set shifts, it can add additional work time for an employee when: The employee has additional availability for the day The availability time is contiguous to the start and/or end times for the set shift Adding the additional time is within the employee's break rule parameters Set shifts are typically used for employees with flexible contracts.

Smart SAP Assistant

• Key Concepts: 
  Set shift is a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It allows an administrator to define a set of working hours for a group of agents, which can then be used to assign shifts to individual agents. This helps to ensure that the agents are available when needed and that their workload is evenly distributed. 
  
  How to use it: 
  To use set shift, an administrator must first define the working hours for the group of agents. This can be done by setting the start and end times for each day, as well as any breaks or holidays. Once this is done, the administrator can assign shifts to individual agents by selecting from the available set shifts. 
  
  Tips & Tricks: 
  When setting up set shifts, it is important to consider the needs of the agents. For example, if some agents need more flexibility in their schedules, it may be beneficial to create multiple set shifts with different start and end times. This will allow the administrator to assign different shifts to different agents depending on their needs. 
  
  Related Information: 
  For more information on using set shift in SAP, please refer to the official SAP documentation. Additionally, there are many online resources available that provide tutorials and tips on how to use this feature effectively.