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Function documentationEmployee Interaction Center

 

The employee interaction center (EIC) combines service center and help desk technology to allow HR professionals to have higher quality and more efficient interactions with employees. HR professionals use the EIC as a single point of contact for their interactions with employees.

Prerequisites

You have configured and set up an EIC. For more information, see SAP Solution Manager.

Features

The EIC contains all the standard interaction center (IC) features. Additionally, IC agents using the EIC can do the following:

  • Identify employees

    In the EIC, you can identify an employee as well as organizations related to employees. In case one employee calls on behalf of another, the IC agent can confirm more than one employee at once.

  • Search for related partners by relationship type

  • Create service request

    To track an employee issue, the IC agent can create a service request.

  • Update employee data

    The IC agent can use launch transactions to update employee data in SAP Human Capital Management (SAP HCM).

  • Connect to multiple back-end systems or clients

    You can set up the EIC so that IC agents can connect to multiple back-end systems or clients that may be required to interact with various employees.