What is 'answered-on-time limit' in SAP CRM-CCI - SAP Contact Center?

answered-on-time limit - Overview

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: In contact centers, time limit for service level calculation. Contacts chats, e-mails, and calls answered before that time are classified as answered on time.

answered-on-time limit - Details

• 
  Key Concepts: 
  Answered-on-time limit is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows users to set a maximum amount of time for a customer service representative to answer an incoming call. If the call is not answered within the specified time limit, the call will be routed to another representative or an automated system. This feature helps ensure that customers receive prompt and efficient service. 
  
  How to use it: 
  To use the answered-on-time limit feature, users must first configure the settings in the CRM-CCI system. This includes setting the maximum amount of time for a representative to answer an incoming call, as well as specifying which action should be taken if the call is not answered within the specified time limit. Once these settings are configured, the answered-on-time limit feature will be enabled and will automatically take effect when an incoming call is received. 
  
  Tips & Tricks: 
  When configuring the answered-on-time limit settings, it is important to set a reasonable amount of time that allows representatives enough time to answer calls without causing too much delay for customers. It is also important to ensure that the action taken when a call is not answered within the specified time limit is appropriate for your business needs. 
  
  Related Information: 
  For more information about using the answered-on-time limit feature in SAP Contact Center Infrastructure (CRM-CCI),