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

SAP Term: consultation

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Pausing the current interaction, and starting another contact either with the same or another channel. E.g.: setting a phone call on hold and making another call; or pausing a chat for making a call, and so on.

Smart SAP Assistant

• Key Concepts: 
  Consultation is a feature of the CRM-CCI SAP Contact Center Infrastructure that allows agents to transfer customer calls to other agents or departments. This feature allows agents to quickly and efficiently handle customer inquiries and provide the best possible customer service. 
  
  How to use it: 
  To use the consultation feature, an agent must first select the “consult” option from the CRM-CCI SAP Contact Center Infrastructure menu. The agent will then be prompted to enter the name of the agent or department they wish to transfer the call to. Once the transfer is complete, the original agent will be able to continue their conversation with the customer. 
  
  Tips & Tricks: 
  When using the consultation feature, it is important for agents to ensure that they are transferring calls to the correct person or department. This will help ensure that customers receive the best possible service and that their inquiries are handled in a timely manner. 
  
  Related Information: 
  For more information on how to use the consultation feature of CRM-CCI SAP Contact Center Infrastructure, please refer to the official SAP documentation. Additionally, there are many online resources available that provide detailed instructions on how to use this feature.