What is multisessioning in SAP CRM-IC - Interaction Center WebClient?

SAP Term: multisessioning

• Component: CRM-IC

• Component Name: Interaction Center WebClient

• Description: A function in the Interaction Center IC that enables IC agents to handle separate interactions for multiple customers, allowing them to toggle between multiple separate sessions. &Example& An IC agent can take a phone call from a customer while already in a chat or e-mail interaction with another customer.

Smart SAP Assistant

• Key Concepts: 
  Multisessioning is a feature of the CRM-IC Interaction Center WebClient that allows agents to handle multiple customer interactions at the same time. This feature enables agents to switch between different customer interactions quickly and easily, allowing them to provide better customer service.
  
  How to use it: 
  To use multisessioning, agents must first log into the CRM-IC Interaction Center WebClient. Once logged in, they can open multiple customer interactions in separate windows. Agents can then switch between these windows to handle different customer interactions simultaneously.
  
  Tips & Tricks: 
  When using multisessioning, it is important to keep track of which customer interaction is open in each window. This will help agents avoid confusion and provide better customer service. Additionally, agents should be aware of any time limits associated with each customer interaction and ensure that they are able to complete each one within the allotted time frame.
  
  Related Information: 
  For more information on multisessioning, please refer to the SAP Help Portal or contact your local SAP representative. Additionally, there are several online tutorials available that provide step-by-step instructions on how to use this feature.