What is wrap-up in SAP CRM-CCI - SAP Contact Center?

SAP Term: wrap-up

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: The time agents use for finishing up after a call, an e-mail, or a chat with a customer.

Smart SAP Assistant

• Key Concepts: 
  Wrap-up is a feature of the CRM-CCI SAP Contact Center Infrastructure that allows agents to quickly and easily close out customer interactions. It allows agents to enter notes, assign tasks, and add tags to customer interactions in order to better track and manage customer interactions. 
  
  How to use it: 
  To use wrap-up, agents must first log into the CRM-CCI SAP Contact Center Infrastructure. Once logged in, they can access the wrap-up feature by clicking on the “Wrap-up” button in the top right corner of the screen. From there, they can enter notes, assign tasks, and add tags to customer interactions. 
  
  Tips & Tricks: 
  When using wrap-up, it is important to be as detailed as possible when entering notes and assigning tasks. This will help ensure that all customer interactions are properly tracked and managed. Additionally, it is important to use relevant tags when adding them to customer interactions. This will help make it easier to search for specific customer interactions in the future. 
  
  Related Information: 
  For more information on wrap-up and other features of the CRM-CCI SAP Contact Center Infrastructure, please visit the official SAP website at www.sap.com.