What is interaction history in SAP CEC-EC - Engagement Center?

SAP Term: interaction history

• Component: CEC-EC

• Component Name: Engagement Center

• Description: The collection of interactions with a specific customer. The interaction history contains information, such as the interaction logs, and the agent can navigate from the included interaction logs to the relevant business transactions.

Smart SAP Assistant

• Key Concepts: 
  Interaction history is a feature of the SAP CEC-EC Engagement Center that allows users to view a chronological list of all interactions with customers. This includes emails, phone calls, and other forms of communication. It also includes notes and comments made by customer service representatives. This feature helps customer service representatives keep track of customer interactions and provide better service.
  
  How to use it: 
  To access the interaction history, users must first log into the SAP CEC-EC Engagement Center. Once logged in, they can select the “Interaction History” tab from the main menu. This will open a list of all interactions with customers, including emails, phone calls, and other forms of communication. Users can then view the details of each interaction, including notes and comments made by customer service representatives.
  
  Tips & Tricks: 
  When viewing the interaction history, users should take note of any notes or comments made by customer service representatives. This can help them provide better service to customers in the future. Additionally, users should make sure to update the interaction history after each customer interaction to ensure that all information is up-to-date.
  
  Related Information: 
  The SAP CEC-EC Engagement Center also includes other features such as customer profiles, contact management, and analytics. These features can help customer service representatives provide better service to customers and improve their overall experience.