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

SAP Term: preview

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Dialing mode where an agent can view the customer data and possible scripts before making calls.

Smart SAP Assistant

• Key Concepts: 
  Preview is a feature in the CRM-CCI SAP Contact Center that allows agents to view customer information before they answer a call. This feature helps agents to be better prepared for the call and provide better customer service. 
  
  How to use it: 
  To use the preview feature, agents must first log into the CRM-CCI SAP Contact Center. Once logged in, they can select the “Preview” option from the main menu. This will open up a window with customer information such as name, address, phone number, and any notes that have been added about the customer. Agents can then review this information before answering the call. 
  
  Tips & Tricks: 
  When using the preview feature, it is important to remember to update any customer information that may have changed since the last time you viewed it. This will ensure that agents are always working with the most up-to-date information. Additionally, agents should take notes during the call so that they can refer back to them later if needed. 
  
  Related Information: 
  The preview feature is just one of many features available in the CRM-CCI SAP Contact Center. Other features include call routing, call recording, and reporting tools. All of these features help agents provide better customer service and improve overall efficiency.