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Function documentationAgent Inbox in the Interaction Center WebClient Locate this document in the navigation structure

 

You can use the agent inbox to call up incoming e-mail messages, work items, and various business objects for display or processing. The agent inbox is a central worklist that the entire team can use to work on incoming objects.

For more information, see the business user documentation under   Tell Me About...   Interaction Center   Agent Inbox  .

Prerequisites

You have made the necessary settings. See Basic Settings for the Agent Inbox.

In addition, you can find details for setting up SAPconnect as well as answers to frequently asked questions in SAP Note 882653.

You use the following Customizing activities for Customer Relationship Management to configure the agent inbox for the Interaction Center WebClient:

  •   Interaction Center WebClient   Agent Inbox   Inbox Search Definitions   Define Inbox Status  

  •    Interaction Center WebClient   Agent Inbox   Map Item Attributes to Inbox Attributes   Map Element Status to Inbox Status  

  •   Interaction Center WebClient   Agent Inbox   Map Item Attributes to Inbox Attributes   Define Advanced Warning for Due Date  

  •   Interaction Center WebClient   Agent Inbox   Map Item Attributes to Inbox Attributes   Map Business Transactions to Responsible Employees and Groups  

  •   Interaction Center WebClient   Agent Inbox   Define Inbox Profiles  

  • Optional:   Interaction Center WebClient   Agent Inbox   BAdI: Agent Inbox  . You can further tailor the agent inbox to your business needs by using this Business Add-In.

Features

You can select and access the following items in the agent inbox:

  • E-mail messages, faxes, and scanned letters

    • Intelligent e-mail routing

      E-mails and faxes that were received via SAPconnect appear as workflow work items.

      A workflow takes care of forwarding incoming mails to the appropriate group of agents. Additional routing rules use business partner attributes to route 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 agents various addresses appear in the same inbox. In addition, agents can be assigned to more than one outgoing e-mail address. A default address is proposed, or the agent can select another one.

  • Work items

    You can process SAP workflow work items, as well as SAP workflow work items that you have customized. These work items can originate from SAP Customer Relationship Management (SAP CRM) or from another SAP system.

  • ERMS routing

    Depending on the rule policies you determine, you can use a general task for 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.

  • Business transactions

    You can call up business transactions such as service orders, sales orders, and planned activities.

  • Advanced warning for due date

    In Customizing for the agent inbox, you can define an advanced warning for each item type until the due date is reached. During the warning phase, agents are alerted to the upcoming due date by a yellow traffic light in the Due Date column of the inbox Result List.

More Information

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