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

SAP Term: Interaction Center manager dashboard

• Component: CRM-CIC

• Component Name: Interaction Center WinClient

• Description: iView in the SAP Enterprise Portal. Contact center managers can use this iView to display updates of the real-time status of the contact center throughout the day. Managers can define the key indicators that they want to see on their dashboard. Managers can use the IC manager dashboard to monitor real-time statistics about agent states and queues and determine where they can take action to improve overall performance for the contact center. &EXAMPLE& If a manager sees that the number of contacts waiting in a queue is too high, the manager knows that he or she should assign more agents to that queue.

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• Key Concepts: 
  Interaction Center manager dashboard is a component of the CRM-CIC Interaction Center WinClient. It is a graphical user interface (GUI) that provides managers with an overview of the performance of their contact center. It displays key performance indicators (KPIs) such as customer satisfaction, average handle time, and agent utilization. It also provides detailed information about individual agents, such as their call handling times and customer feedback. 
  
  How to use it: 
  The Interaction Center manager dashboard can be used to monitor the performance of the contact center in real-time. Managers can view KPIs such as customer satisfaction, average handle time, and agent utilization. They can also view detailed information about individual agents, such as their call handling times and customer feedback. The dashboard also allows managers to set goals for their contact center and track progress towards those goals. 
  
  Tips & Tricks: 
  • Use the Interaction Center manager dashboard to quickly identify areas of improvement in your contact center. 
  • Set goals for your contact center and track progress towards those goals using the dashboard. 
  • Use the dashboard to identify top-performing agents and reward them accordingly. 
  • Use the dashboard to identify under-performing agents and provide them with additional training or support. 
  
  Related Information: 
  The Interaction Center manager dashboard is part of the CRM-CIC Interaction Center WinClient suite of tools. Other components of this suite include an agent desktop, a customer relationship management (CRM) system, and a reporting tool. These tools can be used together to provide a comprehensive view of your contact center's performance and help you make informed decisions about how to improve it.