SAP CRM Enterprise Applications ◾ 249
8.4.2.4 Operations and Administration
SAP CRM Interaction Center provides managers with real-time reports and dashboards to monitor
things such as queue levels and agent behavior as well as historic reports to analyze information such
as service ticket volume and resolution times. Managers can pull a report to see how many high-
priority service tickets were reported the previous month and how many of them were still open.
Companies can create their own reports and analytics using tools provided with SAP NetWeaver BI.
8.5 SAP CRM Partner Channel Management
SAP CRM provides companies a comprehensive channel management solution that enables
them to eciently build relationships with partners and supports them ...