What is hang-up time in SAP CRM-CCI - SAP Contact Center?

SAP Term: hang-up time

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: The average duration of abandoned calls.

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• Key Concepts: 
  Hang-up time is a term used in the SAP Contact Center Infrastructure (CRM-CCI) to refer to the amount of time that has elapsed since a customer has hung up the phone. It is used to measure the efficiency of customer service agents and to identify areas for improvement. 
  
  How to use it: 
  Hang-up time can be used to measure the efficiency of customer service agents by tracking how long it takes them to complete a call. This can be done by tracking the amount of time that has elapsed since a customer has hung up the phone. This data can then be used to identify areas for improvement and to ensure that customer service agents are providing an efficient and satisfactory service. 
  
  Tips & Tricks: 
  It is important to ensure that customer service agents are aware of hang-up time and its importance in measuring their efficiency. Agents should be trained on how to effectively manage their calls and how to reduce hang-up time. Additionally, it is important to ensure that customer service agents are aware of any changes or updates in the CRM-CCI system so that they can quickly adapt and provide an efficient service. 
  
  Related Information: 
  Hang-up time is just one of many metrics used in the SAP Contact Center Infrastructure (CRM-CCI) system. Other metrics include call duration, average wait time, and customer satisfaction scores. All of these metrics can be used together to measure the overall performance of customer service agents and identify areas for improvement.