What is absence in SAP (CRM-CCI - SAP Contact Center)?

SAP Term: absence

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A status in the system when a user is away or not available and cannot be reached

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• Key Concepts: 
  Absence in SAP Contact Center Infrastructure (CRM-CCI) is a feature that allows agents to be marked as unavailable for a certain period of time. This feature is used to manage agent availability and ensure that customer service is not disrupted. 
  
  How to use it: 
  To use the absence feature, an agent must first log into the system and select the “Absence” option from the menu. The agent can then select the type of absence they wish to take, such as vacation, sick leave, or training. The agent can also specify the duration of their absence. Once the absence is set, the system will automatically mark the agent as unavailable for that period of time. 
  
  Tips & Tricks: 
  It is important to ensure that all agents are aware of the absence feature and how to use it. This will help ensure that customer service is not disrupted due to an agent’s unavailability. Additionally, it is important to keep track of all absences so that customer service levels are maintained. 
  
  Related Information: 
  For more information on SAP Contact Center Infrastructure (CRM-CCI) and its features, please refer to the official SAP documentation. Additionally, there are many online resources available that provide detailed tutorials and tips on how to use SAP CRM-CCI.