Agent Inbox in the Interaction Center WebClient
You can use the agent inbox (inbox) to call up incoming e-mail messages, business transactions, and various other business objects for display or processing. The inbox is a central worklist that the entire team can use to work on incoming objects.
You can use the inbox in business roles with the following profile types:
IC WebClient Business Role
CRM WebClient Business Role
The following inbox functions are not available for business roles with the profile type
CRM WebClient Business Role:
End of the note.
Displaying e-mails, fax messages, and letters
You can retrieve, access, and process the following items in the inbox:
Business transactions in SAP CRM
You can call up business transactions such as service orders, sales orders, and planned activities.
You can also search for service requests, master service requests, requests for change, and service orders using checklist search criteria. For example, you can search for service requests that contain executable checklist steps, or for service requests that contain checklist steps to which you are assigned as a responsible partner.
SAP ERP sales orders
Workflow work items
You can process SAP workflow work items, including those that you have customized for use in the inbox. These work items can originate from SAP Customer Relationship Management (SAP CRM) or from another SAP system.
E-mails, fax messages, and letters
Intelligent e-mail routing
E-mails and faxes that were received via SAPconnect appear as workflow work items.
A workflow forwards incoming e-mails to the appropriate group of agents. Additional routing rules use business partner attributes to route e-mails to agents who specialize in particular areas.
Multiple incoming and outgoing e-mail addresses
Agents can be assigned to various incoming addresses. All items sent to the agent's various addresses appear in the same inbox. Agents can also be assigned to more than one outgoing e-mail address. A default address is proposed, or the agent can select a different address.
Depending on the rule policies you define, you can use a general task for an ERMS decision to allow e-mail routing to all agents or you can specify individual agents or agent groups to allow e-mail routing only to those agents.
Number of incomplete e-mails linked to confirmed account
You can set up the inbox so that once an account is confirmed, an alert is displayed that shows the number of incomplete e-mails linked to the confirmed account. IC agents can click the alert to navigate directly to the inbox, where only the incomplete e-mails from the confirmed contact person of the account are displayed. If no contact person has been confirmed, only e-mails from the e-mail address linked with the account are listed in the inbox.
For information about the inbox search features, see Inbox Search.
Inbox Result List
For information about the inbox result list features, see Inbox Result List.
Accelerated Inbox Search
The accelerated inbox search based on SAP HANA provides improved search performance and additional functions. For more information, see Accelerated Inbox Search.
You have made the basic settings required to use the inbox. For more information, see Basic Settings for the Agent Inbox.
If you require a user-defined search index for the inbox, you have made the settings for the business transaction search in Customizing for
Customer Relationship Managementunder and
BAdI: Determination of Search Index for Business Transaction Search.
Note that this option does not apply to the accelerated inbox search.
If the inbox is used by business roles with the profile type
CRM WebClient Business Role, you must define the generic outbound plug mappings for the corresponding navigation bar profiles. You do this in Customizing for
Customer Relationship Managementunder .
Define Generic Outbound Plug Mappingsyou must make the following settings:
Object Type= IC_AUI_INBOX
Obj.Action(Object Action) = Search
Use Link= Select the checkbox.
LogLink ID(Logical Link ID) = IC_AUI_SSE
If you want to display an alert showing the number of incomplete e-mails linked to a particular account, you have created a rule policy and a rule to set up the alert. The rule policy must include the
Business Partner Confirmed(
BPConfirmed) event and the rule must include the
Show Number of Incomplete E-Mails(
To display an alert showing the number of incomplete e-mails linked to a particular account, you have activated either the business function IC and Communication-Enabled Business Processes (
or the business function Multifunctional Shared Service Interaction Center (
To use the checklist function, you have activated either the business function IC and Communication-Enabled Business Processes (
CRM_IC_CEBP) or Multifunctional
Shared Service Interaction Center (
To use the asynchronous search, you have activated the business function IC and Communication-Enabled Business Processes (
To use the business context function, you have activated the business function Multifunctional Shared Service Interaction Center (
To enable the inbox for use in business roles with the profile type
CRM WebClient Business Role, you have activated the business function IC Inbox Extensions (
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