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

SAP Term: workforce schedule

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: A staffing plan for a location for a specific week. The plan contains the following information for each employee having shifts during the week: The work areas to which the employee is assigned The start and end times for each shift The times during the day when the employee takes a break or has a meal The times during the day when the employee is assigned other schedule events, such as to attend training or a special meeting In most organizations, you calculate a schedule from one to six weeks prior to the actual schedule date, depending upon the type of organization.

Smart SAP Assistant

• Key Concepts: 
  Workforce scheduling is a component of the SAP CRM-RPL-ICS Interaction Center Agent Scheduling solution. It enables organizations to plan and manage the availability of their customer service agents in order to meet customer demand. It allows for the creation of shift patterns, assigning agents to shifts, and tracking agent performance. 
  
  How to use it: 
  The workforce scheduling component of the SAP CRM-RPL-ICS Interaction Center Agent Scheduling solution can be used to create shift patterns, assign agents to shifts, and track agent performance. It also allows for the creation of rules and constraints that can be used to ensure that customer service agents are available when needed. 
  
  Tips & Tricks: 
  When creating shift patterns, it is important to consider the needs of both the customer service agents and the customers they serve. It is also important to consider the availability of resources such as staff, equipment, and technology when creating shift patterns. 
  
  Related Information: 
  For more information on workforce scheduling and other components of the SAP CRM-RPL-ICS Interaction Center Agent Scheduling solution, please visit the SAP website at https://www.sap.com/products/crm-rpl-ics-interaction-center-agent-scheduling.html.