What is shared employee in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: shared employee

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: An employee assigned to one or more work areas at a location other than his or her home location.

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  Key Concepts: 
  A shared employee is a type of employee in SAP CRM-RPL-ICS Interaction Center Agent Scheduling. This type of employee is used when multiple agents need to share the same workload. The shared employee is assigned to a specific team and can be used to assign tasks to multiple agents. 
  
  How to use it: 
  To use a shared employee, first create the employee in the system. Then assign the employee to a team and assign tasks to the shared employee. The tasks will then be distributed among the agents in the team. 
  
  Tips & Tricks: 
  When assigning tasks to a shared employee, make sure that all agents in the team are able to handle the task. This will ensure that all agents are able to complete their tasks efficiently and effectively. 
  
  Related Information: 
  For more information on SAP CRM-RPL-ICS Interaction Center Agent Scheduling, please refer to the official SAP documentation.