What is drop self in SAP CRM-CIC - Interaction Center WinClient?

SAP Term: drop self

• Component: CRM-CIC

• Component Name: Interaction Center WinClient

• Description: A function in the toolbar that disconnects the initiating agent from the conference call.

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• Key Concepts: 
  Drop self is a feature in the CRM-CIC Interaction Center WinClient that allows an agent to transfer a call to another agent without having to hang up. This feature is useful for quickly transferring calls between agents without having to wait for the caller to be connected to the new agent. 
  
  How to use it: 
  To use the drop self feature, an agent must first select the “Drop Self” option from the menu. This will prompt the system to transfer the call to another agent. The agent can then select which agent they would like to transfer the call to. Once the transfer is complete, the original agent will be disconnected from the call and the new agent will be connected. 
  
  Tips & Tricks: 
  When using drop self, it is important to make sure that the new agent is available and ready to take the call before transferring it. This will ensure that the caller does not have to wait for a long time before being connected with an available agent. Additionally, it is important to make sure that all relevant information about the caller is passed on to the new agent before transferring the call. 
  
  Related Information: 
  Drop self is just one of many features available in CRM-CIC Interaction Center WinClient. Other features include call recording, customer data lookup, and automated call routing. All of these features are designed to help agents provide better customer service and improve customer experience.