What is interaction rating in SAP CEC-MKT-DM-CE - Contact Engagement?

SAP Term: interaction rating

• Component: CEC-MKT-DM-CE

• Component Name: Contact Engagement

• Description: Process used to rate interactions, such as clickstreams, website visits or emails opened so that an activity score can be calculated. The activity score indicates the activity of a contact in percentage.

Smart SAP Assistant

• Key Concepts: 
  Interaction rating is a feature of the Contact Engagement Center (CEC) component of SAP. It allows users to rate their interactions with customers, such as phone calls, emails, and other forms of communication. Ratings are based on criteria such as customer satisfaction, response time, and quality of service. The ratings are then used to measure customer engagement and provide insights into customer experience. 
  
  How to use it: 
  Interaction rating can be used in a variety of ways. It can be used to measure customer satisfaction and engagement with a company’s services or products. It can also be used to identify areas for improvement in customer service or product quality. Additionally, it can be used to track customer feedback and provide insights into customer experience. 
  
  Tips & Tricks: 
  When using interaction rating, it is important to ensure that the criteria used for rating are relevant and appropriate for the situation. Additionally, it is important to ensure that the ratings are consistent across all interactions with customers. This will help ensure that the ratings are accurate and meaningful. 
  
  Related Information: 
  Interaction rating is closely related to customer relationship management (CRM). CRM is a system that helps companies manage their relationships with customers by tracking customer data and providing insights into customer behavior. Additionally, CRM systems can be used to track customer feedback and provide insights into customer experience.