What is work rule in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: work rule

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: Instruction which determines how the system can schedule an employee when calculating or recalculating a schedule. For example, work rules define the most and least number of hours allowed for an employee within a week. You enter work rule values for each employee when you make him or her available for scheduling within your location.

Smart SAP Assistant

• Key Concepts: 
  Work rules are used in the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP to define the working hours and availability of agents. They are used to determine when agents should be available for work, and when they should be on break or off duty. Work rules also define the maximum number of hours an agent can work in a given period, as well as the minimum number of hours they must work. 
  
  How to use it: 
  Work rules can be set up in the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. To do this, you will need to define the working hours and availability of agents, as well as the maximum and minimum number of hours they can work in a given period. You can also set up rules for when agents should be on break or off duty. 
  
  Tips & Tricks: 
  When setting up work rules in SAP, it is important to ensure that they are properly configured so that agents are not overworked or underworked. It is also important to ensure that the rules are regularly updated to reflect changes in agent availability or working hours. 
  
  Related Information: 
  For more information on setting up work rules in SAP, please refer to the official SAP documentation on CRM-RPL-ICS Interaction Center Agent Scheduling.