Show TOC

Function documentationAgent Inbox in the Interaction Center WebClient

 

You can use the agent inbox to call up incoming e-mail messages, work items, and various business objects for display or processing. The agent inbox is a central worklist that the entire team can use to work on incoming objects.

Features

You can select and access the following items in the agent inbox:

  • E-mail messages, faxes, and scanned letters

    • Intelligent e-mail routing

      E-mails and faxes that were received via SAPconnect appear as workflow work items.

      A workflow takes care of forwarding incoming mails to the appropriate group of agents. Additional routing rules use business partner attributes to route mails to agents who specialize in particular areas.

    • Multiple incoming and outgoing e-mail addresses

      Agents can be assigned to various incoming addresses. All items sent to the agents various addresses appear in the same inbox. In addition, agents can be assigned to more than one outgoing e-mail address. A default address is proposed, or the agent can select another one.

  • Work items

    You can process SAP workflow work items, as well as SAP workflow work items that you have customized. These work items can originate from SAP Customer Relationship Management (SAP CRM) or from another SAP system.

  • Business transactions

    You can call up business transactions such as service orders, sales orders, and planned activities.

Additionally, the following features are available:

  • ERMS routing

    Depending on the rule policies you determine, you can use a general task for ERMS decision to allow e-mail routing to all agents or you can specify individual agents or agent groups to allow e-mail routing only to those agents.

  • Advanced warning for due date

    In Customizing for the agent inbox, you can define an advanced warning for each item type until the due date is reached. During the warning phase, agents are alerted to the upcoming due date by a yellow traffic light in the Due Date column of the inbox Result List.

Activities

To use the agent inbox, you need to do the following:

  • Make basic settings (Basic Settings for the Agent Inbox).

  • Configure the SAPconnect interface.

    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.

  • If you want to use index-based search for the agent inbox, you need to make settings for business transaction search in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Customer-Specific System Modifications Next navigation step Business Transaction Search Next navigation step Define Search Index for Business Transaction Search End of the navigation path and BAdI: Determination of Search Index for Business Transaction Search.

  • Complete the following main Customizing activities to configure the agent inbox (under Start of the navigation path Interaction Center WebClient Next navigation step Agent Inbox End of the navigation path:

    • Start of the navigation path Inbox Search Definitions Next navigation step Define Inbox Status End of the navigation path

    • Start of the navigation path Map Item Attributes to Inbox Attributes Next navigation step Map Element Status to Inbox Status End of the navigation path

    • Start of the navigation path Map Item Attributes to Inbox Attributes Next navigation step Define Advanced Warning for Due Date End of the navigation path

    • Start of the navigation path Map Item Attributes to Inbox Attributes Next navigation step Map Business Transactions to Responsible Employees and Groups End of the navigation path

    • Start of the navigation path Define Inbox Profiles End of the navigation path

      In this activity, you can choose whether to use the standard or advanced search view, whether the search results are displayed in a table or a tree structure, and you can define a default quick search.

    • (Optional) Start of the navigation path BAdI: Agent Inbox End of the navigation path

      You can further tailor the agent inbox to your business needs by using this Business Add-In.

More Information

E-Mail