What is 'agent skill' in SAP CRM-IC-RTD - Real-Time Decisioning?

agent skill - Overview

• Component: CRM-IC-RTD

• Component Name: Real-Time Decisioning

• Description: An attribute that qualifies an agent to make an offer. Agent skills are part of an agent profile.

agent skill - Details

• 
  Key Concepts: 
  Agent skill is a feature of the SAP CRM-IC-RTD Real-Time Decisioning component that allows customer service agents to be assigned to specific tasks based on their skills and expertise. This ensures that customers are served by the most qualified agent for their particular issue.
  
  How to use it: 
  To use agent skill, customer service agents must first be assigned a skill level. This can be done manually or through an automated system. Once the skill levels are set, customers can be routed to the most appropriate agent based on their needs.
  
  Tips & Tricks: 
  It is important to keep agent skills up to date in order to ensure that customers are being served by the most qualified agent for their particular issue. Additionally, it is important to ensure that customer service agents are properly trained in order to maximize their effectiveness.
  
  Related Information: 
  Agent skill is related to other features of the SAP CRM-IC-RTD Real-Time Decisioning component such as customer segmentation and automated routing. Additionally, it is related to other customer service features such as customer satisfaction surveys and customer feedback systems.