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

SAP Term: workload

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: The number of employees needed per work area for each quarter hour of the day.

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• Key Concepts: 
  Workload is a term used in the CRM-RPL-ICS Interaction Center Agent Scheduling component of SAP. It is a measure of the amount of work that an agent is expected to complete in a given period of time. It is calculated based on the number of calls, emails, and other tasks that the agent is expected to handle. 
  
  How to use it: 
  The workload for an agent can be set manually or automatically. Manually setting the workload requires the supervisor to enter the number of calls, emails, and other tasks that the agent is expected to handle in a given period of time. Automatically setting the workload requires the supervisor to set up rules and parameters that will determine how much work an agent should be assigned. 
  
  Tips & Tricks: 
  When setting up workloads for agents, it is important to consider their individual skills and abilities. Agents with more experience may be able to handle more work than those with less experience. Additionally, it is important to consider the type of work that agents are expected to do. Some tasks may require more time and effort than others, so it is important to adjust workloads accordingly. 
  
  Related Information: 
  The workload for agents can also be adjusted based on customer demand. If there is an increase in customer inquiries or requests, supervisors can adjust the workloads accordingly to ensure that agents are able to handle the increased demand. Additionally, supervisors can use analytics tools to monitor agent performance and adjust workloads accordingly.