What is Chain Matcher in SAP CRM-CCI - SAP Contact Center?

SAP Term: Chain Matcher

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A module that converts asynchronous text communications such as SMS into a chat like discussion.

Smart SAP Assistant

• Key Concepts: 
  Chain Matcher is a component of the SAP Contact Center Infrastructure (CRM-CCI) that helps to match customer data with the right contact center agent. It uses a set of rules to determine which agent should be assigned to a customer based on their profile and preferences. The Chain Matcher also helps to ensure that customers are routed to the most appropriate agent for their needs. 
  
  How to use it: 
  The Chain Matcher can be used in conjunction with other components of the SAP Contact Center Infrastructure, such as the Agent Assignment Engine and the Agent Performance Monitor. The Chain Matcher can be configured to match customers with agents based on criteria such as language, location, and availability. It can also be used to prioritize customer requests based on their importance or urgency. 
  
  Tips & Tricks: 
  When configuring the Chain Matcher, it is important to consider the customer’s preferences and needs. For example, if a customer speaks a certain language, it may be beneficial to prioritize agents who are fluent in that language. Additionally, it is important to consider the availability of agents when assigning customers to them. 
  
  Related Information: 
  The Chain Matcher is part of the SAP Contact Center Infrastructure (CRM-CCI). For more information about this product, please visit https://www.sap.com/products/crm-cci.html. Additionally, there are many resources available online that provide tips and tricks for using the Chain Matcher effectively.