What is critical time in SAP CRM-CCI - SAP Contact Center?

SAP Term: critical time

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: The static time value for queuing.

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• Key Concepts: 
  Critical time is a concept used in the SAP Contact Center Infrastructure (CRM-CCI) to measure the amount of time it takes for a customer service representative to respond to an incoming customer request. It is used to measure the efficiency of customer service operations and can be used to identify areas for improvement. 
  
  How to use it: 
  Critical time is measured from the moment a customer request is received until the moment a customer service representative responds. It can be used to measure the performance of individual customer service representatives, as well as the overall performance of the customer service team. It can also be used to identify areas where customer service operations can be improved, such as by reducing response times or increasing customer satisfaction. 
  
  Tips & Tricks: 
  When measuring critical time, it is important to ensure that all customer requests are included in the calculation. This includes requests that are received via phone, email, chat, or any other communication channel. Additionally, it is important to ensure that all customer requests are responded to in a timely manner in order to accurately measure critical time. 
  
  Related Information: 
  Critical time is closely related to other concepts such as average handle time and first contact resolution rate. Average handle time measures the amount of time it takes for a customer service representative to resolve a customer request, while first contact resolution rate measures the percentage of customer requests that are resolved on the first contact with a customer service representative.