What is multi-chat in SAP CRM-CCI - SAP Contact Center?

SAP Term: multi-chat

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A function that enables a contact center agent to have several active chat sessions simultaneously

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• Key Concepts: 
  Multi-chat is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows multiple agents to collaborate on a single customer chat session. This feature enables agents to work together to provide the best customer service experience possible. Agents can share information, ask questions, and provide solutions in real-time.
  
  How to use it: 
  To use multi-chat, agents must first log into the CRM-CCI system. Once logged in, they can select the “Multi-Chat” option from the main menu. This will open up a chat window where agents can enter their messages and collaborate with each other. Agents can also view the customer’s chat history and any previous conversations they have had with the customer.
  
  Tips & Tricks: 
  When using multi-chat, it is important to remember that all agents must be logged into the same chat session in order for it to work properly. Additionally, it is important to ensure that all agents are aware of the conversation so that they can provide the best customer service experience possible. 
  
  Related Information: 
  The SAP Contact Center Infrastructure (CRM-CCI) also offers other features such as automated chatbots, voice recognition, and analytics tools. These features can help agents provide a more efficient and effective customer service experience. Additionally, SAP offers a range of training courses and certifications for those interested in learning more about the CRM-CCI system.