Overview

Communication Panel is the Contact Center's web-based application for managing customer communications, termed as conversations. In earlier releases they were referred to as interactions and prior to that contacts.

With Communication Panel you can handle:

  • inbound and outbound phone calls

  • outbound call campaigns in preview, progressive, and predictive modes
  • chats from various conversational and social chat sources, for SMS, WebChats, WhatsApp and Faceboo, Telegram, and more
  • live video chats
  • conversations routed via email channel: emails, tasks (Extensible Resource Identifier tasks, XRI), and action items created in SAP Customer Relationship Management (SAP CRM).

The user interface has by default three fixed tabs Home, Picklist and Conversations. The Home tab lists your serving queues. Picklist provides an alternative method for conversation previewing and picking by agent. Conversations is the central view where the agent is able to maintain focus on handling conversations.

You can resize user interface by placing the cursor on the browser's frame and dragging when the arrow symbol appears. Responsive tables are used in the Queue, Directory and Conversation History views and and automatically optimize the space available; narrowing of the window will by design hide columns based on their importance or truncate information accordingly.

Note:

Your application may appear different from the screenshot examples due to language and version used.