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

SAP Term: queue watcher

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A tool to monitor queues. It displays information about the number of contacts in queues, queue time, and the number of free agents and agents logged on to the queues.

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• Key Concepts: 
  Queue Watcher is a component of the SAP Contact Center Infrastructure (CRM-CCI) that allows users to monitor and manage queues of incoming customer requests. It provides an overview of the current status of the queues, including the number of requests in each queue, the average wait time, and the number of requests that have been answered. Queue Watcher also allows users to prioritize requests, assign them to agents, and track their progress. 
  
  How to use it: 
  Queue Watcher can be accessed from the SAP Contact Center Infrastructure (CRM-CCI) dashboard. Once there, users can view the current status of all queues and prioritize requests by assigning them to agents. Users can also track the progress of each request and view detailed information about each request, such as its type, priority, and estimated completion time. 
  
  Tips & Tricks: 
  When using Queue Watcher, it is important to prioritize requests based on their urgency and importance. This will help ensure that important requests are handled quickly and efficiently. Additionally, it is important to keep track of the progress of each request so that any delays or issues can be addressed quickly. 
  
  Related Information: 
  For more information about Queue Watcher and other components of SAP Contact Center Infrastructure (CRM-CCI), please refer to the official SAP documentation. Additionally, there are many online resources available that provide tutorials and tips for using Queue Watcher and other components of CRM-CCI.