What is 'variable filler task' in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

variable filler task - Overview

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: Business activity where the: Quantity of work necessary for the employee is based on units of either business activity or business volume Time it takes to complete the work is based on the employee's completing each unit of business activity/volume Time of day the employee completes the work is independent of when the business activity/volume actually occurs Employees refilling stock or agents doing problem resolution work are both common examples of variable filler tasks.

variable filler task - Details

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  Key Concepts: 
  A variable filler task is a type of task in the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It is used to fill in gaps in an agent's schedule, such as when an agent is absent or when there is a need for additional agents. The task can be configured to fill in the gaps with different types of activities, such as training or customer service. 
  
  How to use it: 
  To use a variable filler task, first configure the task with the desired activities. Then, assign the task to an agent's schedule. When the agent is absent or there is a need for additional agents, the variable filler task will automatically fill in the gaps with the configured activities. 
  
  Tips & Tricks: 
  When configuring a variable filler task, it is important to consider the types of activities that are most beneficial for the agents and customers. For example, if customer service is a priority, then customer service activities should be given priority over other activities. Additionally, it is important to ensure that the variable filler task does not interfere with any existing tasks or schedules. 
  
  Related Information: 
  For more information on using variable filler tasks in SAP, please refer to the official SAP documentation on CRM-RPL-ICS Interaction Center Agent Scheduling. Additionally, there are many online resources available that provide tips and tricks