What is work area reluctance profile in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: work area reluctance profile

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: What the system uses when generating a schedule for an employee to establish the precedence of one work area over another when an employee is assigned to more than one work area, and other schedule inputs, such as forecast demand, are equal. Work area reluctance profiles used at a location are defined during configuration.

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• Key Concepts: 
  Work area reluctance profile is a feature of the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It allows an administrator to define the preferences of agents for certain work areas, such as the type of customer they prefer to work with or the type of tasks they prefer to do. This helps ensure that agents are assigned to tasks that they are best suited for and that their preferences are taken into account when scheduling them. 
  
  How to use it: 
  To use the work area reluctance profile, an administrator must first define the preferences of each agent. This can be done by assigning a numerical value to each work area, with higher values indicating a greater preference for that work area. Once these values have been set, the system will automatically assign agents to tasks based on their preferences. 
  
  Tips & Tricks: 
  When setting up the work area reluctance profile, it is important to ensure that all agents have a fair chance at being assigned tasks that they are best suited for. To do this, it is recommended that administrators assign values that are relative to each other rather than absolute values. For example, if one agent has a preference for customer service tasks and another has a preference for sales tasks, it would be better to assign them values of 5 and 10 respectively rather than assigning them both a value of 10. 
  
  Related Information: 
  The work area reluctance profile is just one of many features available in the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. Other features include agent availability profiles, task assignment rules, and resource optimization algorithms. All of these features can be used together to create an efficient and effective scheduling system for agents.