What is preview dialing in SAP CRM-IC - Interaction Center WebClient?

SAP Term: preview dialing

• Component: CRM-IC

• Component Name: Interaction Center WebClient

• Description: A type of automatic dialing in which an agent can preview contact information prior to accepting or rejecting a call request.

Smart SAP Assistant

• Key Concepts: 
  Preview dialing is a feature of the CRM-IC Interaction Center WebClient that allows agents to view customer information before making a call. This feature allows agents to quickly review customer data and prepare for the call, saving time and improving customer service. 
  
  How to use it: 
  To use preview dialing, agents must first log into the CRM-IC Interaction Center WebClient. Once logged in, they can select the “Preview Dialing” option from the main menu. This will open a window with customer information such as name, address, phone number, and other relevant data. Agents can then review this information before making the call. 
  
  Tips & Tricks: 
  When using preview dialing, it is important to remember to update customer information after each call. This will ensure that agents have the most up-to-date information when making their next call. Additionally, agents should take advantage of the “Notes” section of the preview dialing window to record any important details about the customer or conversation. 
  
  Related Information: 
  For more information on preview dialing, please refer to the SAP Help Portal or contact your local SAP representative. Additionally, there are several online tutorials and videos available that provide step-by-step instructions on how to use this feature.