Business Transaction Assignments
Interaction Center (IC) managers can monitor and manage business transactions used in the Interaction Center WebClient. They can display transactions, monitor agent assignments and reassign business transactions to other agents or groups. After the assignment, agents can access the business transactions in the agent inbox.
IC managers can search for existing business transactions in the CRM WebClient UI by choosing 
IC Manager
Monitoring Operations
Business Trans. Assignments
.
Prerequisites
You have configured business transaction search types and search type configuration in Customizing for Customer Relationship Management
under Interaction Center WebClient
Additional Functions
Business Transaction Assignments
.
You have assigned business transactions to agents either from generating call lists or manually when creating new business transactions. Business transactions without assigned agents are not shown in this transaction. You can generate business transactions and create call lists in the SAP menu
under Interaction Center
Supporting Processes
Outbound Calling
Generate Business Transactions and Call Lists
.
If you would like to improve system performance, you have configured a simple search as an alternative to the standard reporting framework. You do this in Customizing for Customer Relationship Management
under Interaction Center
WebClient
Customer-Specific System Modifications
Business Transaction Search
Define Search Index for Business Transaction Search
.
Features
Multiple search criteria is available to restrict the number of business transactions shown in the results list. You can search by business transaction type, organizational unit, status, priority, validity dates, and partner function assignments.
If you enter an organization in the search criteria, the names of individuals in that organization are displayed, as well as any associated transaction related to them.