- You are running SAP Contact Center
- Handling queue congestions by forwarding calls to other queues is not fitting business requirements
- Business is requesting an alternative to hadling the load balancing of the queue calls to improve callers waiting times and provide a better consumer experience
SAP Contact Center
CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Congestion, Load balancing, Overflow Queue, IVR, forwarding, queue call , KBA , CRM-CCI , Contact Center Infrastructure , How To
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