What is hunt group in SAP CRM-CCI - SAP Contact Center?

SAP Term: hunt group

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Queue mode where the agents pick the call, chat, or e-mail from a queue.

Smart SAP Assistant

• Key Concepts: 
  A hunt group is a feature of the SAP Contact Center (CRM-CCI) that allows incoming calls to be routed to a group of agents. The hunt group is configured with a set of rules that determine how incoming calls are distributed among the agents in the group. 
  
  How to use it: 
  To use the hunt group feature, an administrator must first create a hunt group and configure it with the desired rules. The administrator can then assign agents to the hunt group and configure the routing rules for incoming calls. The administrator can also configure additional settings such as call forwarding, call waiting, and call recording. 
  
  Tips & Tricks: 
  When configuring a hunt group, it is important to consider the number of agents in the group and the type of calls they will be receiving. This will help ensure that incoming calls are routed efficiently and that agents are not overwhelmed with too many calls at once. 
  
  Related Information: 
  The SAP Contact Center (CRM-CCI) also offers other features such as automated call distribution (ACD), interactive voice response (IVR), and customer relationship management (CRM). These features can be used in conjunction with the hunt group feature to provide a comprehensive customer service solution.