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

SAP Term: pattern

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A certain combination of characters or numbers that routes the contact to a specific route, for example, the calls starting with a plus sign + are recognised as international calls. It can also be used for barring calls to numbers starting with the same pattern.

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• Key Concepts: 
  A pattern in the CRM-CCI SAP Contact Center Infrastructure is a set of rules that define how customer interactions should be handled. Patterns are used to automate customer service processes, such as routing calls to the right agent or providing automated responses. Patterns can also be used to customize customer experiences, such as providing personalized greetings or offering tailored product recommendations.
  
  How to Use It: 
  Patterns can be created and managed in the CRM-CCI SAP Contact Center Infrastructure. To create a pattern, you will need to define the rules that will govern how customer interactions should be handled. This includes specifying which agents should handle certain types of calls, what automated responses should be provided, and what personalized experiences should be offered. Once the pattern is created, it can be applied to customer interactions in order to automate and customize the customer service process.
  
  Tips & Tricks: 
  When creating patterns in the CRM-CCI SAP Contact Center Infrastructure, it is important to consider how customer interactions should be handled in different scenarios. For example, you may want to create different patterns for different types of customers or for different times of day. Additionally, it is important to test patterns before applying them to customer interactions in order to ensure that they are working correctly.
  
  Related Information: 
  For more information on patterns in the CRM-CCI SAP Contact Center Infrastructure, please refer to the official documentation provided by SAP. Additionally, there are many online resources available that provide tips and tricks for creating and managing patterns in this system.