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Process documentationBasic Settings for the Agent Inbox

 

System administrators use this process to set up the agent inbox in the Interaction Center (IC) WebClient.

Prerequisites

  • The SAPconnect interface is configured.

    For information about setting up SAPconnect for the agent inbox in the IC WebClient, see SAP Note 882653Information published on SAP site.

    For more information about SAPconnect, search for “SAPconnect (BC-SRV-COM)” in the SAP Library on SAP Help Portal at http://help.sap.comInformation published on SAP site.

  • E-mail addresses are created.

  • If you want to edit scanned letters in your agent inbox, you have defined an ArchiveLink scenario.

    For more information, see the following Customizing activities under Start of the navigation path SAP NetWeaver Next navigation step Application Server Next navigation step Basis Services Next navigation step ArchiveLink End of the navigation path:

    • Start of the navigation path Basic Customizing Next navigation step Edit Document Classes End of the navigation path and Edit Document Types

    • Start of the navigation path Customizing Incoming Documents Next navigation step Workflow Scenarios Next navigation step Assign Document Type to a Workflow End of the navigation path

Process

Step

Description

Create business partner master data for each employee, with an employee role

Enter all inbound e-mail addresses that the agent should be responsible for. Assign a user ID.

Maintain settings for recipient distribution

On the SAP Easy Access screen, choose Start of the navigation path Interaction Center Next navigation step Interaction Center WebClient Next navigation step Administration Next navigation step Agent Inbox Next navigation step Maintain Recipient Distribution End of the navigation path.

Maintain automatic workflow Customizing

In Customizing for Customer Relationship Management , choose Start of the navigation path Basic Functions Next navigation step SAP Business Workflow Next navigation step Maintain Standard Settings for SAP Business Workflow End of the navigation path.

For more information, see SAP Business Workflow in the Interaction Center.

Activate event linkage for workflow template WS14000164 and assign agents for e-mail handling

On the SAP Easy Access screen, choose Start of the navigation path Interaction Center Next navigation step Interaction Center WebClient Next navigation step Administration Next navigation step Agent Inbox Next navigation step Assign Agent for E-Mail Handling End of the navigation path.

For more information, see Assigning Agents for E-Mail Handling.

Define routing rules for e-mails

On the SAP Easy Access screen, choose Start of the navigation path Interaction Center Next navigation step Interaction Center WebClient Next navigation step Administration Next navigation step Agent Inbox Next navigation step Maintain Rules for E-Mail End of the navigation path.

For more information, see Defining Routing Rules for E-Mails and Additional Routing Rules for E-Mails.

Forward to employees/groups

On the SAP Easy Access screen, choose Start of the navigation path Interaction Center Next navigation step Interaction Center WebClient Next navigation step Administration Next navigation step Agent Inbox Next navigation step Forwarding Next navigation step Define Recipient Profile for Forwarding End of the navigation path.

Use this transaction to define the content of the dropdown box Forward To in the result list of the agent inbox.

Define quick searches

On the SAP Easy Access screen, choose Start of the navigation path Interaction Center Next navigation step Interaction Center WebClient Next navigation step Administration Next navigation step Agent Inbox Next navigation step Define Quick Searches End of the navigation path.

Use this transaction to define the content of the dropdown box Quick Search in the agent inbox search.

Complete Customizing activities

In Customizing for Customer Relationship Management , choose Start of the navigation path Interaction Center WebClient Next navigation step Agent Inbox End of the navigation path.

For more information, see the documentation for each Customizing activity.

More Information

Agent Inbox in the Interaction Center WebClient