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

SAP Term: hold

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A function that puts a call on hold.

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• Key Concepts: 
  Hold is a feature in the CRM-CCI SAP Contact Center Infrastructure that allows an agent to temporarily suspend a customer interaction. This feature is useful when an agent needs to take a break or needs to consult with a supervisor or colleague. The customer interaction can be resumed at any time. 
  
  How to use it: 
  To use the hold feature, an agent must first select the “Hold” button on their screen. This will pause the customer interaction and allow the agent to take a break or consult with someone else. To resume the customer interaction, the agent must select the “Resume” button on their screen. 
  
  Tips & Tricks: 
  When using the hold feature, it is important to let the customer know that you are taking a break and will be back shortly. This will help to ensure that the customer does not become frustrated or confused while waiting for you to return. 
  
  Related Information: 
  The hold feature is just one of many features available in the CRM-CCI SAP Contact Center Infrastructure. Other features include call routing, call recording, and automated voice response systems. All of these features can help agents provide better customer service and improve customer satisfaction.