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

SAP Term: directory

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A list containing contact information on persons and companies.

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• Key Concepts: 
  A directory in the SAP Contact Center Infrastructure (CRM-CCI) is a collection of contact information, such as names, phone numbers, and email addresses. It is used to store and manage customer contact information in a centralized location. The directory can be accessed by agents and supervisors to quickly look up customer information. 
  
  How to use it: 
  The directory can be accessed through the SAP Contact Center Infrastructure (CRM-CCI) interface. Agents and supervisors can search for customer contact information by name, phone number, or email address. The directory also allows agents and supervisors to add new contacts or update existing contact information. 
  
  Tips & Tricks: 
  It is important to keep the directory up-to-date with accurate customer contact information. This will ensure that agents and supervisors have access to the most current customer data when they need it. Additionally, it is important to keep the directory secure by setting up user access rights and permissions. 
  
  Related Information: 
  The SAP Contact Center Infrastructure (CRM-CCI) also includes other features such as call routing, call recording, and reporting tools. These features can be used in conjunction with the directory to provide a comprehensive customer service experience.