What is Agent Server in SAP CRM-CCI - SAP Contact Center?

SAP Term: Agent Server

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A mandatory server component that carries out communication between BCM components

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• Key Concepts: 
  Agent Server is a component of the SAP Contact Center Infrastructure (CRM-CCI) that provides a platform for customer service agents to interact with customers. It enables agents to access customer data, manage customer interactions, and provide customer service. It also provides a platform for agents to collaborate with each other and share information. 
  
  How to use it: 
  The Agent Server can be used to manage customer interactions, access customer data, and provide customer service. Agents can use the Agent Server to access customer data, such as contact information, order history, and account details. Agents can also use the Agent Server to manage customer interactions, such as creating tickets, assigning tasks, and tracking progress. 
  
  Tips & Tricks: 
  When using the Agent Server, it is important to ensure that all customer data is kept secure and confidential. Additionally, it is important to ensure that agents are properly trained on how to use the Agent Server and its features. 
  
  Related Information: 
  The Agent Server is part of the SAP Contact Center Infrastructure (CRM-CCI). Other components of CRM-CCI include the Customer Relationship Management (CRM) system, the Knowledge Base (KB), and the Customer Interaction Center (CIC).