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

SAP Term: interaction weighting factor

• Component: CEC-MKT-DM-CE

• Component Name: Contact Engagement

• Description: A factor by which contact interactions are weighted to indicate their importance in calculating contact engagement.

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• Key Concepts: 
  Interaction weighting factor is a feature of the Contact Engagement Center (CEC) component of SAP. It is used to assign a numerical value to customer interactions, which can then be used to measure the effectiveness of customer engagement. This numerical value is based on the type of interaction, such as a phone call, email, or chat. 
  
  How to use it: 
  The interaction weighting factor can be used to measure the effectiveness of customer engagement by assigning a numerical value to each type of interaction. This numerical value can then be used to compare different types of interactions and determine which ones are more effective in engaging customers. For example, if a customer has a higher interaction weighting factor for phone calls than emails, then it may be more effective to focus on phone calls when engaging with that customer. 
  
  Tips & Tricks: 
  When using the interaction weighting factor, it is important to consider the context of each interaction. For example, if a customer has a higher interaction weighting factor for phone calls than emails, it may still be more effective to focus on emails if the customer prefers that type of communication. Additionally, it is important to consider other factors such as the length and quality of each interaction when determining its effectiveness. 
  
  Related Information: 
  The Contact Engagement Center (CEC) component of SAP also includes features such as automated customer segmentation and sentiment analysis. These features can be used in conjunction with the interaction weighting factor to further measure the effectiveness of customer engagement. Additionally, CEC also includes features such as automated lead scoring and predictive analytics which can help identify potential customers and target them with personalized messages.