Define Quick Searches

You define searches that can be used as options for finding business objects in the agent inbox of the Interaction Center (IC) WebClient.

Quick searches simplify the process of retrieving and displaying items in the IC WebClient agent inbox.

Prerequisites

Determine the most useful selection criteria for employees using the agent Inbox.

Procedure

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

You may select among the following criteria to define your search:

Field Name	Function
Main Category	Examples: e-mails, business transactions
Assigned To	Employee assigned to the inbox item
Priority	As configured in Customizing
Status	Examples: Open, In Process, Completed (depends on Customizing settings)
Time Period	Previously defined period of time for selecting messages/items (for example, Last 3 days)
From / To	Date range for selecting items

SAP delivers one Quick Search (0001) that is defined to select My Open Items sorted first by priority, then by category. You can define additional quick searches based on your own selection criteria.

You may use an asterisk (*) as a wildcard to specify the title of a business object that has been derived from the business transaction.

You can also define a default quick search for each business role in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Agent Inbox Define Inbox Profiles End of the navigation path .

Example

You may define quick searches to retrieve item groups such as:

All overdue items
All items for which you are responsible
All high-priority items