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Presence - Availability of Agents When Transferring Contacts (New) ( RELNCRM-IC_510_PRESENCE )

CL_GUI_FRONTEND_SERVICES - Frontend Services   Vendor Master (General Section)  
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Short text

Presence - Availability of Agents When Transferring Contacts (New)

Use

This release note is only relevant if upgrading from SAP CRM 5.0.

When an interaction center agent transfers a contact (for example, a telephone call), a tab page in the Transfer dialog box shows which agent groups are available to take the contact. This can significantly reduce the number of unsuccessful transfers, and ensure more timely customer service.

This tab page is populated only if:

• Your communication management software (CMS) supports the exposure of this information to your SAP system

In your CMS, you can model a hierarchical structure of the transfer targets, which is shown as a tree structure in the Transfer dialog box.

• Agents are available in the agent group to take the contact

The tree structure is channel-specific, that is, it displays only agent groups assigned to the current channel.

Effects on Existing Data

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

Further Information

BAL_S_LOG - Application Log: Log header data   SUBST_MERGE_LIST - merge external lists to one complete list with #if... logic for R3up  
This documentation is copyright by SAP AG.

Length: 1362 Date: 20240603 Time: 175855     sap01-206 ( 21 ms )