Assigning Agents for E-Mail Handling
System administrators use this procedure to make the following settings for the Interaction Center (IC) WebClient agent inbox:
Activate event linking.
Workflow can define how incoming e-mails are routed and processed. Activating event linking activates the workflow you defined and allows it to be used for the agent inbox. You only have to activate event linking once.
Assign agents for e-mail processing.
Procedure
Activating Event Linking
On the
SAP Easy Access
screen, choose
Interaction Center
Interaction Center WebClient
Administration
Agent Inbox
Assign Agent for E-Mail Handling
.In the
Event Linkage
column, chooseActivate event linking
.Under
IC WebClient: Inbound Process AUI
expand the workflow templateWS 14000164
(IC: Mail Inbox Handling
).Select the icon in the
Activate/deactivate
column.Once selected, the icon should display as
Activated
.
Assigning Agents for Processing Mails
On the
SAP Easy Access
screen, choose Interaction Center
Interaction Center WebClient
Administration
Agent Inbox
Assign Agent for E-Mail Handling
.In the
Agent Assignments
column, chooseAssign Agents
.Under
IC WebClient: Inbound Process AUI
expand the workflow templateWS 14000164
(IC: Mail Inbox Handling
).Verify that all tasks are classified as either
Background Task
orGeneral Task
.To redefine a task, select the task and choose
Attributes...
.Assign agents to the following tasks by selecting them and choosing
Create agent assignment...
:TS 14008030
(Process email)TS 14007925
(Escalate mail to manager)
Note
You can assign agents by using organizational units, positions, or users only. No other organization objects are relevant for the agent inbox.
Result
Workflow is activated for the agent inbox.