Kontakt

Ansicht
Dokumentation

Call List Management and Predictive Dialing (Enhanced) ( RELNCRM_30A_CIC_CALLLIST )

Call List Management and Predictive Dialing (Enhanced) ( RELNCRM_30A_CIC_CALLLIST )

rdisp/max_wprun_time - Maximum work process run time   Vendor Master (General Section)  
This documentation is copyright by SAP AG.
SAP E-Book

Short text

Call List Management and Predictive Dialing (Enhanced)

Use

In SAP CRM Release 3.0, the following enhancements have been made:

  • Enhanced call list and call list interaction model
Call lists can now contain other call lists, and call lists and interactions (scheduled calls) can have a business context (that is, a set of business objects, such as scripting or campaigns, that are logically related to a call list or interaction).
  • Maintenance of call lists and interaction content
You can now create, copy, move, split, or merge any call list or interaction content. Call lists can be created by searching for objects and then moving or copying the search results to the call list of your choice. Supervisors can also create call lists by processing interactions individually.
  • Predictive dialing
Call lists can be uploaded into the computer telephony integration (CTI) environment so that calls can be initiated by CTI automatically and routed to the agents assigned to the call list.
  • Call list execution history
This history records such information as the number of attempts made to process an interaction in the call list, hardware disposition (for example, fax machine and answering machine), hit ratio, abandoned calls, and dropped calls. Combined with CIC logging, this data can be used to generate history reports for call list execution.
  • Call list monitoring
Supervisors can now display an overview of certain key figures for call list execution. From the overview, supervisors can directly access information such as call list details, priority, completion percentage, abandonment rate, and average call duration.
  • Call list archiving
Obsolete call lists can now be archived in an external archiving system to improve system performance.

Further Information

SAP Library documentation Customer Relationship Management (CRM) -> Customer Interaction Center.






TXBHW - Original Tax Base Amount in Local Currency   General Material Data  
This documentation is copyright by SAP AG.

Length: 2376 Date: 20240520 Time: 224356     sap01-206 ( 60 ms )