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

SAP Term: barge-in

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A supervisor-related function in the Communication Desktop CDT application that allows supervisors to participate in a call between an agent and a customer. All parties can hear each other.

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• Key Concepts: 
  Barge-in is a feature of the SAP Contact Center (CRM-CCI) that allows an agent to join an ongoing conversation between a customer and an automated system. This feature allows the agent to take control of the conversation and provide assistance to the customer. 
  
  How to use it: 
  To use barge-in, the agent must first be logged into the SAP Contact Center. Once logged in, they can select the “barge-in” option from the menu. This will allow them to join an ongoing conversation between a customer and an automated system. The agent can then take control of the conversation and provide assistance to the customer. 
  
  Tips & Tricks: 
  When using barge-in, it is important to be aware of the customer’s needs and provide assistance in a timely manner. It is also important to be aware of any potential privacy concerns that may arise when joining an ongoing conversation. 
  
  Related Information: 
  For more information on barge-in, please refer to the SAP Contact Center documentation. Additionally, there are several online resources available that provide tips and tricks for using barge-in effectively.