Interaction Record

The interaction record is a screen in the Interaction Center (IC) that contains data for the current interaction with an identified business partner. IC agents can log current interactions in this screen, and postprocess them if necessary.

The interaction record is a central navigation point in the Interaction Center. Interaction with a customer always includes an interaction record, which can then be linked to another business transaction, such as a service process. The interaction record can, however, also be saved without creating another business transaction.

Note Note

From a technical point of view, the interaction record is created as a business transaction.

End of the note.

Once an agent has identified an account, he or she navigates to the interaction record. Here, the agent logs the interaction, records important data from the call, and postprocesses the interaction when the call is finished.

You can use the Call Rescheduling dialog to reschedule an incoming call in preview dialing mode as well as in other automated dialing modes such as predictive dialing. Depending on Customizing, when you choose to reschedule a call, an automated text entry can be made to the call record.

To increase system performance at high volume call centers, you can use the lean interaction record. The lean interaction record is a modified version of the full interaction record.

Prerequisites

You have defined a date profile and assigned this to your transaction type to use interaction time recording in Customizing for Customer Relationship Management under Basic Functions Date Management and Transactions Basic Settings Define Transaction Types .
You have activated the rescheduling view and optionally enabled automatic text entry for call rescheduling in Customizing for Customer Relationship Management under Interaction Center WebClient Business Transaction Define Business Transaction Profiles .
Using Activity Reasons:
- You have made the settings for activity reasons in Customizing for Customer Relationship Management under Transactions Settings for Activities Define Activity Reasons .
  
  Note
  
  The interaction reason corresponds to the activity reason.
  
  End of the note.
- You have assigned the Reason for Activity subject profile in your transaction type to the Business activity transaction type in Customizing at the header level.
  You can make settings for transaction types in Customizing for Customer Relationship Management under Transactions Basic Settings Define Transaction Types .
Using Multilevel Categorization:
You have made the following settings in Customizing for Customer Relationship Management:
- Activate categorization for the interaction record under Interaction Center WebClient Business Transaction Define Business Transaction Profiles .
- Make the necessary settings under Transactions Basic Settings Define Transaction Types .
- Define the subject profile for the category modeler under Basic Functions Catalogs, Codes and Profiles .
- Make the necessary categorization settings for the interaction record under Interaction Center WebClient Business Transaction Define Categorization Profiles .
See Multi-Level Categorization for more information.
If you want to use the lean interaction record instead of the full interaction record, you have assigned a business transaction profile that contains transaction type 0100 to the business role. You do this in Customizing for Customer Relationship Management under Interaction Center WebClient Define Business Role .

To use call rescheduling, you must activate the business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP).