What is agent dashboard in SAP CRM-CIC - Interaction Center WinClient?

SAP Term: agent dashboard

• Component: CRM-CIC

• Component Name: Interaction Center WinClient

• Description: Specifics of the IC WinClient: Replaces the call state component in the multichannel interface. Provides agents with a real-time display of contact state information and incoming site information including but not limited to dialed number identification service DNIS and an e-mail inbox. The original call state component contains hard-coded call state information. This information was only relevant to telephony channels and was limited to the hard-coded information specified in SAPphone. In the multichannel interface, the agent dashboard displays contact state information for every channel. Each channel has different contact state information to display. Specifics of the IC WebClient: An area in the IC WebClient which displays channel, queue, and system information.

Smart SAP Assistant

• Key Concepts: 
  Agent Dashboard is a component of the CRM-CIC Interaction Center WinClient. It is a graphical user interface (GUI) that provides agents with an overview of their customer interactions. It displays customer information, such as contact details, recent interactions, and customer preferences. It also provides agents with access to relevant documents and other resources. 
  
  How to use it: 
  The Agent Dashboard can be used to quickly access customer information and resources. Agents can view customer contact information, recent interactions, and preferences. They can also access relevant documents and other resources. Additionally, agents can use the dashboard to create new customer interactions or update existing ones. 
  
  Tips & Tricks: 
  To make the most of the Agent Dashboard, agents should familiarize themselves with its features and functions. They should also take advantage of the dashboard’s customization options to tailor it to their individual needs. Additionally, agents should use the dashboard to stay organized by creating folders for different types of customer interactions. 
  
  Related Information: 
  The Agent Dashboard is part of the CRM-CIC Interaction Center WinClient. It is designed to help agents manage customer interactions more efficiently and effectively. For more information about the Agent Dashboard, please refer to the SAP Help Portal or contact your local SAP representative.