What is workforce forecast in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: workforce forecast

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: Estimated work to be performed based on historical data.

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• Key Concepts: 
  Workforce Forecast is a component of the CRM-RPL-ICS Interaction Center Agent Scheduling module in SAP. It enables organizations to accurately forecast the number of agents needed to meet customer service demands. It uses historical data and predictive analytics to generate an accurate forecast of the number of agents required for a given period of time. 
  
  How to use it: 
  Workforce Forecast can be used to create a forecast of the number of agents needed for a given period of time. The user can enter historical data such as customer service demand, agent availability, and other relevant information. The system then uses predictive analytics to generate an accurate forecast of the number of agents required for the given period. 
  
  Tips & Tricks: 
  When using Workforce Forecast, it is important to ensure that the historical data entered is accurate and up-to-date. This will ensure that the system generates an accurate forecast. Additionally, it is important to regularly review and update the forecast as customer service demands change over time. 
  
  Related Information: 
  Workforce Forecast is part of the CRM-RPL-ICS Interaction Center Agent Scheduling module in SAP. Other components in this module include Agent Scheduling, Agent Performance Management, and Agent Utilization Management. These components can be used together to optimize agent scheduling and performance.