What is presence profile in SAP CRM-CCI - SAP Contact Center?

SAP Term: presence profile

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: An absence, a presence or a conference profile which defines how inbound calls are handled when a certain profile is selected

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• Key Concepts: 
  Presence profile is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows users to manage their availability status. It allows users to set their availability status for different communication channels, such as phone, email, chat, and more. This helps ensure that customers are connected with the right person at the right time. 
  
  How to use it: 
  To use the presence profile feature, users must first create a profile in the SAP Contact Center Infrastructure. This profile will include information about the user's availability status for different communication channels. Once the profile is created, users can then set their availability status for each channel. This can be done manually or automatically based on the user's preferences. 
  
  Tips & Tricks: 
  When setting up a presence profile, it is important to consider how often you will be available for each communication channel. This will help ensure that customers are connected with the right person at the right time. Additionally, it is important to keep your presence profile up-to-date so that customers are not left waiting for a response. 
  
  Related Information: 
  The presence profile feature is part of the SAP Contact Center Infrastructure (CRM-CCI). It is designed to help users manage their availability status for different communication channels and ensure that customers are connected with the right person at the right time. Additionally, there are other features of CRM-CCI that can help improve customer service, such as automated customer service agents and customer analytics tools.