Function documentationAgent 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.

Business Roles

You can use the inbox in business roles with the following profile types:

  • IC WebClient Business Role

  • CRM WebClient Business Role

    Note Note

    The following inbox functions are not available for business roles with the profile type CRM WebClient Business Role:

    • Interact

    • Link

    • Next item

    • Displaying e-mails, fax messages, and letters

    • Asynchronous search

    End of the note.

Features

Inbox Items

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

  • Cases

  • 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.

    • ERMS routing

      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.

Inbox Search

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.

Activities

  • 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 Management under Start of the navigation path Interaction Center WebClient Next navigation step Customer-Specific System Modifications Next navigation step Business Transaction Search Next navigation step Define Search Index for Business Transaction Search End of the navigation path 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 Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Define Navigation Bar Profile End of the navigation path.

    Under Define Generic Outbound Plug Mappings you 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 (AH_NO_CUST_MAIL) action.

    For more information about creating rule policies, see Rule Modeler and ERMS Rule Policies.

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 (CRM_IC_CEBP) or the business function Multifunctional Shared Service Interaction Center (CRM_SHSVC).

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 (CRM_SHSVC).

To use the asynchronous search, you have activated the business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP).

To use the business context function, you have activated the business function Multifunctional Shared Service Interaction Center (CRM_SHSVC).

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 (CRM_IC_INBOX).

To use the accelerated inbox search, you have activated the business functions IC Inbox Extensions (CRM_IC_INBOX) and IC Inbox Extensions and Acceleration (CRM_IC_INBOX_ACC).

More Information

E-Mail

Asynchronous Processing