What is volume indicator in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: volume indicator

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: A measure of activity at the location the system uses when calculating workload. Volume indicators can include such information as the amount of customer traffic, the number of transactions, the number of calls, orthe sales amounts. The system maintains volume indicator information based on its granularity, the frequency at which it is reported, quarter-hourly, half-hourly, hourly, daily or weekly.

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• Key Concepts: 
  Volume indicator is a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It is used to measure the amount of work that needs to be done in a given period of time. The volume indicator is calculated based on the number of calls, emails, and other customer interactions that need to be handled. 
  
  How to use it: 
  The volume indicator can be used to determine how many agents are needed in a given period of time. It can also be used to measure the efficiency of agents and identify areas where more resources may be needed. The volume indicator can also be used to track customer satisfaction levels and identify areas where customer service could be improved. 
  
  Tips & Tricks: 
  When using the volume indicator, it is important to take into account the type of customer interactions that are being measured. For example, if the volume indicator is being used to measure the number of calls, then it should take into account the length of each call as well as the number of calls. Additionally, it is important to consider any seasonal fluctuations in customer interactions when using the volume indicator. 
  
  Related Information: 
  The volume indicator can be used in conjunction with other features of SAP such as customer segmentation and customer journey mapping. Additionally, it can be used in combination with other metrics such as average handle time and first call resolution rate to gain a better understanding of customer service performance.