What is 'work center' in SAP CRM-IC - Interaction Center WebClient?

work center - Overview

• Component: CRM-IC

• Component Name: Interaction Center WebClient

• Description: A physical location where an interaction center agent works. The work center includes electronic equipment, such as a computer and a telephone, that is connected to the communication management software and SAP systems.

work center - Details

• 
  Key Concepts: 
  A work center is a logical grouping of resources in the SAP CRM-IC Interaction Center WebClient. It is used to assign tasks to agents and manage their workloads. Work centers are organized by roles, such as customer service, sales, or technical support. 
  
  How to use it: 
  Work centers are used to assign tasks to agents and manage their workloads. Agents can be assigned to multiple work centers, and tasks can be assigned to multiple agents. Agents can also be assigned to specific work centers based on their skills and availability. 
  
  Tips & Tricks: 
  When assigning tasks to agents, it is important to consider the agent's skills and availability. This will ensure that the task is completed in a timely manner and with the highest quality of service. Additionally, it is important to monitor the workload of each agent in order to ensure that they are not overworked or underutilized. 
  
  Related Information: 
  The SAP CRM-IC Interaction Center WebClient also includes features such as call routing, customer segmentation, and reporting. These features can be used in conjunction with work centers to provide a comprehensive customer service experience. Additionally, there are several third-party tools available that can be used to further customize the customer service experience.