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Interaction center agents can use chat function in the interaction center (IC).

Prerequisites

  • You have defined the chat profile in Customizing for Customer Relationship Management under   Interaction Center WebClient   Basic Functions   Communication Channels   Define Chat Profiles  .

  • You have defined the standard response group in Customizing for Customer Relationship Management under   Interaction Center WebClient   Basic Functions   Communication Channels   Define Standard Response Groups  .

Features

  • Account Identification

    The customer search is automatically started when an incoming chat session is routed to an available agent. The customer's e-mail address or other business partner details are used to determine if customer data exists. If the account is confirmed, then chat transcripts can be saved to the confirmed business partner's interaction record.

  • Standard responses

    Agents can insert standard responses into the chat text. They can choose from a predefined list of commonly used responses, or can use the standard response screen to search and preview other responses.

  • Web shop integration

    The IC also supports chat in Live Web Collaboration in SAP CRM Web Channel. You can integrate the Interaction Center with your Web shop and with Internet Customer Self-Service (ICSS) so that customer requests for assistance via chat are forwarded directly to the Interaction Center.

  • Multiple chat sessions

    IC agents can process multiple chat requests simultaneously to maximize efficiency.

    Note Note

    For more information about settings for multiple chat, see your communication management software (CMS) vendor.

    When you use multiple chat, several parallel HTTP sessions are created on the CRM server. This affects the sizing on the server side.

    If you are using multiple chat, the client switch scenario is not supported.

    End of the note.

More Information

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