What is blend in SAP CRM-CIC - Interaction Center WinClient?

SAP Term: blend

• Component: CRM-CIC

• Component Name: Interaction Center WinClient

• Description: To merge queues from many communication channels into one queue. If contacts arrive from two different channels at the same time, such as chat and telephony, a blended queue function will only send alerts to the agent for one channel at a time.

Smart SAP Assistant

• Key Concepts: 
  Blend is a feature of the CRM-CIC Interaction Center WinClient that allows users to combine multiple communication channels into one conversation. This includes voice, chat, email, and social media. It allows agents to handle customer inquiries more efficiently and effectively. 
  
  How to use it: 
  To use the blend feature, agents must first log into the CRM-CIC Interaction Center WinClient. Once logged in, they can select the blend option from the main menu. This will open up a window where they can select which communication channels they want to combine. Once selected, they can start a conversation with the customer using all of the selected channels. 
  
  Tips & Tricks: 
  When using the blend feature, it is important to keep track of which communication channels are being used. This will help ensure that all customer inquiries are answered in a timely manner. Additionally, it is important to be aware of any potential privacy issues when combining multiple communication channels. 
  
  Related Information: 
  The blend feature is part of the CRM-CIC Interaction Center WinClient suite of tools. It is designed to help agents handle customer inquiries more efficiently and effectively. Additionally, it can be used in conjunction with other features such as analytics and reporting to gain further insights into customer behavior.