What is tagged history in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: tagged history

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: Prior forecast values from a day or a week that you want to use in place of a calculated forecast. Forecasts use historical data. You can have workforce management use tagged history in place of normal historical data when the tagged history values more accurately reflect the expected forecasted volume. For example, you might select a week in which a special promotion was run and use this tagged history in place of a forecast whenever running a similar promotion.

Smart SAP Assistant

• Key Concepts: 
  Tagged history is a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It allows users to store and access information about customer interactions, such as notes, emails, and phone calls. This information is stored in a database and can be accessed quickly and easily. 
  
  How to use it: 
  To use tagged history, users must first create a tag for each customer interaction. This tag can be used to store and access the relevant information. Once the tag is created, users can add notes, emails, and phone calls to the tag. This information can then be accessed quickly and easily by searching for the tag. 
  
  Tips & Tricks: 
  When creating tags for customer interactions, it is important to make sure that they are descriptive and easy to remember. This will make it easier to find the relevant information when searching for it. Additionally, it is important to keep track of which tags have been used for which customer interactions so that they can be accessed quickly and easily. 
  
  Related Information: 
  Tagged history is just one of many features available in the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. Other features include automated scheduling, customer segmentation, and reporting capabilities. Additionally, there are many third-party tools available that can be used to extend the functionality of this component.