Alert Modeler 

Use

The alert modeler is a tool that system administrators use to create alerts, which combine system resources intelligently to guide agents during customer interactions. The alert modeler lets you use information available in the system to create alerts that provide agents with information that they may need at critical points in customer interactions.

Integration

Depending on the alerts that you create, the alert modeler can incorporate information from the Business Information Warehouse (BW) or Interaction Center (IC) WebClient functions. Specifically, the alert modeler can check customer information both in the Customer Relationship Management (CRM) system and in the BW. If it finds information that could affect the current interaction, it alerts agents by automatically displaying alerts.

For more information about how agents use alerts, see Alerts and Messages.

Prerequisites

You have completed the relevant configuration activities in Customizing for the Interaction Center WebClient. If the alerts you are using also refer to information in the BW, you have also set up and configured BW. For more information about the configuration of alerts, see SAP Solution Manager.

For more information about general prerequisites for the Interaction Center WebClient, see the Implementation Considerations in Interaction Center WebClient.

Features

You can either use SAP's standard alerts as defined, or copy the standard alerts and tailor them to your company's needs. All standard alerts can be tailored to appear following almost any system event or condition.

SAP delivers the following standard alerts:

¡        Reminder

Message appears a defined number of seconds after the agent confirms the business partner in screen Identify Account.

¡        Related documents

Alerts agents to existing documents, which the system finds in the interaction record. This alert contains a link, which agents can use to navigate directly to the existing documents.

¡        Automatically suggested solutions

Alerts agents when the system is finished analyzing an e-mail message and searching for suggested solutions automatically.

¡        Chat posting

If a chat request arrives when an agent is working in another channel, an alert appears, containing the sender and first line of the chat.

For more information about standard alerts, see Interaction Center WebClient ® Alerts ® Define Alerts and Alert Profiles (Wizard).