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

SAP Term: waiting time learning

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A process that also takes other defined queues into account when calculating the waiting time.

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• Key Concepts: 
  Waiting time learning is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows agents to learn while they are waiting for customer calls. It provides agents with a range of learning materials, such as videos, articles, and quizzes, that can be accessed during their downtime. This helps agents stay up-to-date on the latest product information and customer service best practices. 
  
  How to use it: 
  To use waiting time learning, agents must first log into the CRM-CCI system. Once logged in, they can access the learning materials by clicking on the “Learning” tab. From there, they can select the type of material they want to view and begin their learning session. 
  
  Tips & Tricks: 
  When using waiting time learning, it is important to set aside enough time to complete the material. Agents should also take notes and review them periodically to ensure they are retaining the information. Additionally, agents should take advantage of any additional resources that may be available, such as online forums or webinars. 
  
  Related Information: 
  For more information about waiting time learning, please refer to the SAP Contact Center Infrastructure documentation or contact your local SAP representative.