SAP Knowledge Base Article - Preview

2481370 - How to handle queue congestion and improve load balancing of queue calls to get better call waiting times and customer/user experience

Symptom

  • 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

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Environment

SAP Contact Center

Product

SAP Contact Center, on-premise edition all versions

Keywords

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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