Agent Inbox

Area in the Interaction Center (IC) WebClient that agents can use to review, select, access, and edit items from a central worklist.

For more information, see Agent Inbox in the Interaction Center WebClient.

Structure

The agent inbox is divided into two sections:

Inbox search
Result list

Inbox Search

This section of the inbox contains fields that you use to search and sort your inbox items. For example, you can search all items within a certain time period, or look for all items for a certain customer.

The following fields can be used as search criteria:

Inbox Search Fields

Field Label	Function
Quick Search	Predefined search criteria (for example, My Open Items) You can configure these searches on the SAP Easy Access screen under Interaction Center Interaction Center WebClient Administration Agent Inbox Define Quick Searches . You can define a default quick search in Customizing for Customer Relationship Management under Interaction Center WebClient Agent Inbox Define Inbox Profiles .
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 under Interaction Center WebClient Agent Inbox Inbox Search Definitions Define Time Periods for Searches .
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

More Information

Agent Inbox in the Interaction Center WebClient