Question Re: Contact Center - Chat Queue in CRM and CX Q&A

Contact Center - Chat Queue

garias — Thu, 01 Aug 2019 17:27:41 GMT

Hi community, is there a way that an agent logged in Sap Contact Center can multiple chat interactions at the same time, from the same queue or from diferent queues?

And can an agent have a chat interaction open at the same time with an email interaction?

Best regards

Gustavo Arias

Re: Contact Center - Chat Queue

former_member158363 — Thu, 01 Aug 2019 19:17:54 GMT

Hi Gustavo,

yes, this is possible but multi-chat is not possible when using CDT client only. The agent has to use either Communication Panel/ECF widget or answer chat(s) via integrated SAP CRM or S/4 HANA for Customer Management (in general, via OII interface).

For multi-chat, check user Contact Setting, for example - click the following link a search for multi-chat:

https://help.sap.com/viewer/b382b7dce2774c9aafdfda69f740b975/7.0/en-US/21b4301ed7d844139e77d9958d2975e1.html .

Regards,

Dawood

Re: Contact Center - Chat Queue

garias — Thu, 01 Aug 2019 20:05:22 GMT

Hi Dawood, thank you for your answer. I see that you mention CRM, can I have the multi-chat using C4C integrated with CC?

Best regards

Gustavo

Re: Contact Center - Chat Queue

former_member158363 — Tue, 06 Aug 2019 06:24:02 GMT

Hello,

yes, definitely - I did not mention it because C4C does not provide UI for communication, you use CCtr's ECF widget or newer Communication Panel (also ECF-based), which is integrated with SAP C4C.

Technological difference between integration with SAP CRM vs C4C is server-server vs client-client.

Regards,

Dawood.

N.B. The official abbreviation for SAP Contact Center is SAP CCtr. SAP CC is used for a different product from SAP portfolio - SAP Convergent Charging.. just to avoid misunderstanding 😉

Re: Contact Center - Chat Queue

anthonyx_uliano — Tue, 13 Aug 2019 19:28:51 GMT

Hi garias - There are other certified partners that support multiple chats and blended channels in C4C. Let me know if you'd like further information.

Regards,

Anthony X. Uliano

AMC Technology, LLC

Re: Contact Center - Chat Queue

garias — Tue, 13 Aug 2019 20:46:57 GMT

Thanks Anthony, the main issue is that we already are running SAP CCtr (using CDT) and C4C and we thought that their integration included the functionality that triggered my question.

best regards

Gustavo Arias