What is queue mode in SAP CRM-CCI - SAP Contact Center?

SAP Term: queue mode

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A way to direct calls, e-mails, and chats from queues to agents. Administrators define whether agents serve in hunt group or auto-allocation mode.

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• Key Concepts: 
  Queue Mode is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows incoming calls to be placed in a queue and handled in the order they were received. This mode is useful for managing high call volumes, as it ensures that all calls are handled in a timely manner. 
  
  How to use it: 
  To use Queue Mode, you must first configure the CRM-CCI system to enable the feature. This includes setting up the queue parameters, such as the maximum number of calls that can be placed in the queue and the maximum wait time for each call. Once configured, incoming calls will be placed in the queue and handled in the order they were received. 
  
  Tips & Tricks: 
  When using Queue Mode, it is important to monitor the queue regularly to ensure that all calls are being handled in a timely manner. Additionally, you should consider setting up an automated system to alert you when the queue reaches a certain size or wait time. 
  
  Related Information: 
  For more information on Queue Mode and how to configure it, please refer to the SAP Contact Center Infrastructure documentation. Additionally, you can find more information on managing high call volumes with CRM-CCI on SAP's website.