What is Call Dispatcher in SAP CRM-CCI - SAP Contact Center?

SAP Term: Call Dispatcher

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: The core module for low-level call handling.

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• Key Concepts: 
  Call Dispatcher is a component of the SAP Contact Center Infrastructure (CRM-CCI) that is used to manage incoming calls. It is responsible for routing calls to the appropriate agents, based on their availability and skillset. It also provides real-time monitoring of call queues and agent performance. 
  
  How to use it: 
  The Call Dispatcher can be used to route incoming calls to the most suitable agent. It can be configured to prioritize certain types of calls, such as those from VIP customers or those with urgent requests. It also allows for the creation of custom routing rules, such as routing calls based on language or location. 
  
  Tips & Tricks: 
  When configuring the Call Dispatcher, it is important to consider the customer experience. For example, if a customer is calling from a different country, it may be beneficial to route them to an agent who speaks their language. Additionally, it is important to ensure that agents are not overloaded with too many calls at once. 
  
  Related Information: 
  The Call Dispatcher is part of the SAP Contact Center Infrastructure (CRM-CCI). Other components of CRM-CCI include the Agent Desktop, which provides agents with access to customer information and tools; and the Contact Center Manager, which provides supervisors with real-time monitoring and reporting capabilities.