What is 'waiting time' in SAP CRM-CCI - SAP Contact Center?

waiting time - Overview

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Time that a contact event such as a call, a chat, or an e-mail is waiting after it has entered a service queue and before it is answered or transferred to another queue or service, or before the caller hangs up.

waiting time - Details

• 
  Key Concepts: 
  Waiting time is a metric used to measure the amount of time a customer spends waiting for an agent to become available in the SAP Contact Center Infrastructure (CRM-CCI). It is calculated by subtracting the time the customer was connected to an agent from the total time they spent in the queue. 
  
  How to use it: 
  Waiting time can be used to measure the efficiency of a contact center. It can be used to identify areas where customer service could be improved, such as reducing wait times or increasing the number of agents available. It can also be used to compare different contact centers and determine which one is providing better service. 
  
  Tips & Tricks: 
  To reduce waiting times, contact centers should consider increasing the number of agents available, implementing automated systems such as chatbots or virtual assistants, and providing customers with information about their wait times. Additionally, contact centers should ensure that their agents are adequately trained and equipped with the necessary tools and resources to handle customer inquiries quickly and efficiently. 
  
  Related Information: 
  Waiting time is closely related to other metrics such as average handle time (AHT) and first call resolution (FCR). AHT measures the average amount of time it takes for an agent to handle a customer inquiry, while FCR measures how often a customer’s issue is resolved on the