What is agent in SAP CRM-CCI - SAP Contact Center?

SAP Term: agent

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A person who handles inbound or outbound contacts such as e-mails, calls, and chat requests in a contact center.

Smart SAP Assistant

• Key Concepts: 
  An agent is a user of the SAP Contact Center Infrastructure (CRM-CCI) who is responsible for handling customer inquiries and requests. Agents are typically employees of a company or organization who are trained to use the CRM-CCI system to provide customer service. 
  
  How to use it: 
  Agents use the CRM-CCI system to access customer information, respond to inquiries, and manage customer interactions. Agents can also use the system to create and manage customer profiles, track customer interactions, and generate reports. 
  
  Tips & Tricks: 
  When using the CRM-CCI system, agents should be sure to keep customer information up-to-date and accurate. Agents should also be aware of any changes in customer preferences or needs so that they can provide the best possible service. 
  
  Related Information: 
  The SAP Contact Center Infrastructure (CRM-CCI) is a comprehensive suite of tools designed to help organizations manage customer relationships. It includes features such as contact center management, customer relationship management, and analytics.