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Function documentationInteraction Center Manager Dashboard

 

Interaction Center (IC) managers can use the Interaction Center Manager Dashboard to display the status of their interaction center throughout the day. They can monitor statistics about agent states and queues and determine actions to improve the overall performance of their interaction center. They can also define the key indicators they want to see.

Integration

The IC manager dashboard collects information via the Integrated Communication Interface (ICI) and displays a summary of the information you want to see. The dashboard must be integrated with the ICI to get real time information about the call center. This summary is in real-time and is updated as specified in the Interaction Center Manager Settings.

Prerequisites

  • You have authorization for function groups GRM_REMOTE_ACCESS and RH_PDOTYPES on the SAP CRM server.

  • You maintained IC manager settings in Customizing using transaction CRMS_ICMSYSTEM_PROPS.

  • You have defined your Manager Dashboard settings for your needs in the CRM WebClient user interface under Start of the navigation path IC Manager Next navigation step Dashboard Personalization End of the navigation path.