Configuring Agents  

Purpose

You perform all IC WFM activities through the Interaction Center Manager’s Portal. You must access IC WFM through the Portal to complete the configuration process through the Employee Maintenance workset.

Prerequisites

You have:

·        Configured IC WFM by completing the IMG activities.

·        Entered the current settings through the IC WFM Easy Access Transactions.

·        Access to and have entered a valid log-in to the Interaction Center Manager’s Portal.

Procedure

1.       Add Business Partner

IC WFM links agents from CRM in the form of Business Partners (type Employee ), which you maintain using the CRM transaction Maintain Business Partners (transaction code BP). Business Partner information must be loaded from the CRM Database, and configured with data specific to the IC WFM Application.

Before Business Partner information can be imported into the CRM database, Business Partners must already be defined in CRM and linked to a Business Partner Organization.

If you have already loaded Business Partners for use in another CRM Business Scenario, you must define the Org to which your Business Partners are assigned.

Action	Transaction
Business Partner Maintenance	BP
Assign Business Partner to Org	PPOCA_CRM
Assign Qualifications to a Business Partner	PPPM

For information on CRM Business Partners, refer to the documentation available in the SAP Help portal following the path SAP Customer Relationship Management à Master Data àBusiness Partners.

2.       Log on to the Interaction Center Manager Portal

You must have access to IC WFM through Enterprise Portal 5.0 SP04 Business Package 50.3 in order to complete this portion of the implementation. For more information, see the SAP Service Marketplace (http://service.sap.com) and refer to the document Configuring the CRM Business Package. The section entitled Interaction Center Manager contains specific instructions on configuring the Portal for access.

You must perform the following steps for each agent before he or she can be scheduled in the IC WFM application. These steps are described in more detail later in this document.

... Employee Profile

                            a.      You create the IC WFM Agent Profile by following the path Workforce Management à Employee Maintenance àProfile and entering the information on the Profile page.

                            b.      You enter the Agent’s Work Areas by following the path Workforce Management à Employee Maintenance à Work Area & Qualifications and entering the information on the Work Areas and Qualifications page.

                            c.      You enter the Agent’s Availabilities by following the path Workforce Management à Employee Maintenance à Schedule Rules and entering the information on the Availabilities and Shifts tab.

                            d.      You enter the Agent’s Work Rules by following the path Workforce Management à Employee Maintenance àSchedule Rules and entering the information on the Work Rules tab.

You maintain IC WFM specific data for employees based on effective dates. When you add or edit information through the Employee Maintenance workset, all entries are valid to the default end date 12/31/9999 and this information for Agents is considered to be “permanent data.” IC WFM uses this information when scheduling an employee unless temporary changes override the permanent information for the schedule week (that is, changes entered through the Schedules workset). Refer to the IC WFM portion of the CRM documentation downloaded from iView Studio for complete information.