What is channel type in SAP CRM-CCI - SAP Contact Center?

SAP Term: channel type

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A way to define the media that a channel is using to pipeline contacts to a queue, for example, chat, e-mail, telephone, or fax. A queue can have more than one channel defined.

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• Key Concepts: 
  Channel type is a component of the SAP Contact Center Infrastructure (CRM-CCI) that defines the communication channels used to interact with customers. It includes both physical and digital channels such as telephone, email, chat, and social media. It also defines the rules and processes for handling customer interactions. 
  
  How to use it: 
  Channel type is used to define the communication channels that will be used to interact with customers. This includes setting up rules and processes for handling customer interactions. For example, a company may set up a channel type for telephone calls that specifies how incoming calls should be routed and how customer inquiries should be handled. 
  
  Tips & Tricks: 
  When setting up channel types, it is important to consider the customer experience. Make sure that the rules and processes you set up are easy to understand and follow. Additionally, make sure that customer inquiries are routed to the appropriate personnel in a timely manner. 
  
  Related Information: 
  For more information on channel types, please refer to the SAP Contact Center Infrastructure documentation. Additionally, you can find more information on customer experience best practices in the SAP Customer Experience Management documentation.