SAP Agent Performance Management helps businesses optimize their sales channels and customer service operations. The software helps manage the performance of agents, improve productivity and ensure customer satisfaction. It offers several functionalities including call monitoring, agent performance management, call center analytics and voice of the customer (VoC) feedback collection. SAP Agent Performance Management allows users to schedule their agents in a way that takes into consideration their availability and other constraints. It allows them to monitor their agents' performance through analytics tools and dashboards.