Employee Search 

Use

EIC agents can use the employee search function to call and display the master data of an employee who has contacted the Employee Interaction Center (EIC).

The employee search is the first step to be performed in the EIC process. For more information, see Example Process.

Features

A standard profile exists for the employee search to which a suitable query is assigned. You can restrict the number of hits for the search query.

E-mail and telephone integration ensures that employee data is automatically displayed in the detail area as soon as an EIC agent responds to an EIC request placed by e-mail or phone call. The following prerequisites must be fulfilled:

·        You have entered employees’ e-mail and telephone data in the Communication infotype (0105), subtype 0010 and 0020..

·        You implement Communication Management Software. For more information, see Set Up Communication Management Software.

Activities

...

       1.      Enter the employee's name or a search term in the search area.

You can enter the employee’s personnel number, first name, last name, or part of the employee's name to execute the search.

       2.      Select the relevant employee from the hit list displayed by the system.

The system displays the employee data in the detail area.

The system displays the employee's authentication data next to his or her master data. The authentication data includes the employee’s authentication questions and answers.