What is external agent in SAP CRM-CCI - SAP Contact Center?

SAP Term: external agent

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A user who is logged on to the software from an external number mobile or fixed and receives queue and personal calls to this external number.

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• Key Concepts: 
  An external agent is a user of the SAP Contact Center Infrastructure (CRM-CCI) who is not an employee of the company. They are typically hired by the company to provide customer service or support. They have access to the same tools and resources as internal agents, but they are not part of the company's internal network. 
  
  How to use it: 
  External agents can be used to provide customer service or support for a variety of tasks. They can be used to answer customer inquiries, provide technical support, or even handle sales and marketing tasks. External agents can also be used to provide additional resources for internal agents, such as additional training or support. 
  
  Tips & Tricks: 
  When using external agents, it is important to ensure that they are properly trained and have access to the necessary resources. It is also important to ensure that they are properly monitored and supervised in order to ensure that they are providing quality customer service. 
  
  Related Information: 
  The SAP Contact Center Infrastructure (CRM-CCI) provides a comprehensive set of tools and resources for managing customer service and support. It includes features such as automated call routing, customer self-service, and analytics. It also provides tools for managing external agents, such as performance tracking and reporting.