Field Label

Function

Quick Search

Predefined search criteria (for example, My Open Items)

You can configure these searches in the SAP Menu by choosing  Interaction Center Interaction Center WebClient Administration Agent Inbox Define Quick Searches .

Category

Type of inbox items (for example, E-Mails, Sales Orders, and Service Orders)

Status

Examples: Open, In Process, Completed

Time Period

Predefined period of time for selecting items (for example, Last 3 days)

You can define these time periods in Customizing for Customer Relationship Management by choosing  Interaction Center WebClient Agent Inbox Inbox Search Definitions Define Time Periods for Searches .

Search for Date

Date type: Creation date or due date

From/To

Date range

Object ID

ID of the inbox item you want to search for, such as the number of a service order

Assigned To

Agent or agent group assigned to certain inbox items

Description

Description of the inbox item

Priority

Examples: High, Medium, Low

Account

Customer number

Sort By/Then Sort By

Sorts the inbox items

Button

Use

Delete

You can use this button to delete e-mail messages, such as unsolicited marketing e-mails.

Forward To

To forward the inbox item, choose a new employee responsible or an employee group in the drop down listbox and choose Go.

Immediately after an inbox item is forwarded, the recipient can no longer use the Reset Reservation function for this item. The recipient can either process the inbox item or forward it again.

Reserve

Reserves an inbox element for you to process. Reserved e-mails, letters, or faxes are no longer visible to the other agents assigned to the processing of these inbox items when they call up their open items using the inbox search.

When business transactions or cases are reserved, the name of the employee responsible is changed and the responsible group is updated accordingly. These inbox items are still visible to the other assigned agents, however.

Reset Reservation

You can use Reset Reservation to undo a reservation.

Your name is removed from the Resp. Employee column and the item is visible again for the other agents that are assigned to this inbox item when they call up their open items via the inbox search.

Complete

You can use Complete to set e-mails, faxes, and scanned letters to Completed directly from the result list.

Display

You can display an inbox item without switching to edit mode.

Interact

You can use Interact to open an inbox item for editing and automatically create an interaction record in the background.

The open inbox item is set as the main object of your current activity in the IC WebClient, unless you opened a business object previously for processing and have not yet completed it using End.

When you select End in the IC WebClient toolbar, the main object is reset.

The main object affects the link.

Edit

You use Edit to open an inbox item for processing without creating an interaction record in the background.

The open inbox item is set as the main object of your current activity in the Interaction Center (IC) WebClient, unless you opened a business object previously for processing and have not yet completed it using End.

When you select End in the IC WebClient toolbar, the main object is reset.

The main object affects the link.

Link

You can link your inbox items with the main object of your current activity in the IC WebClient (business transaction, case, or interaction record) by selecting the inbox item and then choosing the Link button.

Next Item

You can use this function to go to the next item for processing in the inbox results list.

The system skips all items that other agents opened for editing in the meantime, but that still may have status Open in the inbox view, which has not been updated.

After you choose Next Item and the next available inbox item for processing is found, this button is deactivated until you indicate that you are finished processing this element by choosing End. This way, the system prevents you from choosing this button repeatedly and locking multiple inbox elements.

Multiselect

Use the Multiselect button if you want to select more than one inbox item at the same time for forwarding or deleting.

You can reset the multiselect function at any time by using the Single Select button that appears.