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Procedure documentation CTI Integration Locate the document in its SAP Library structure

Use

IC WFM uses channel historical data for forecasting purposes. In the IC WFM application, users can choose historical data representing weeks from previous months or years, and use the data to produce a statistical picture of what the typical business week might look like.

You can integrate your communications device(s) so that IC WFM receives the data directly from the device(s). See Loading Historical Data for more information.

 

Procedure

       1.      Set the mapping requirements using transaction CRM_WFM_CTI_MAP to link the queue or channel to the appropriate indicators within IC WFM.

Refer to the documentation within the SAP Help Portal for information on this function, using the path mySAP Customer Relationship Management à Interaction Center à Supporting Processes à Interaction Center Workforce Management à Forecast Creation à Define CTI Queue to Indicator Mapping.

       2.      Using standard SAP report processing, you use the transaction CRM_CIC_CTI_LOAD to run the report to upload statistics data from the communication system into mySAP Customer Relationship Management (mySAP CRM) for use by IC WFM.

Refer to the documentation associated with the program for more information.

 

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