SAP Knowledge Base Article - Preview

2191951 - SAP CRM Interaction Center: Online Monitoring of Communication Data of Queues, Teams, Agents, etc.

Symptom

You need an online / real time monitoring of the communication activities in your queues, channels, teams and agents and you wonder

  • what offering to use
  • which role the Interaction Center Manager Dashboard plays here.


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Environment

  • SAP Customer Relationship Management 7.0 and higher
  • SAP Enhancement Packages for SAP Customer Relationship Management
  • SAP Enhancement Package for SAP CRM, version for SAP HANA

Product

SAP Customer Relationship Management 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0 ; SAP enhancement package for SAP CRM all versions ; SAP enhancement package for SAP CRM, version for SAP HANA all versions

Keywords

KBA , CRM-IC-MDB , Manager Dashboard , CRM-IC-CHA , Communication Channels , CRM-IC-CHA-TEL , Telephony Integration , Problem

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