Inbox Items 
Definition
Items in an EIC agent’s inbox that relate to all requests that the EIC agent is not processing in direct contact with the relevant employees.
Structure
Inbox Item Categories
The following categories exist for inbox items in the standard SAP system:
· Activity
· Workitem such as follow up or request from self-service application
The individual items in the inbox can be assigned to one of these categories. This enables you to organize inbox items. Consequently, you can search in the inbox for items that belong to a particular category, for example.
You define the individual inbox item categories in Customizing for the Employee Interaction Center (EIC) under Interaction Center Web-Client ® Application Functions ® Agent Inbox ® Define Inbox Item Categories.
Attributes of Inbox Items
The individual inbox items have different attributes:
· Priority
The priority enables you to dictate the urgency of the individual inbox item.
· Status
The status indicates the current processing status of the individual inbox item. Possible statuses are New, In Processing, and Closed.
Additional Properties of Inbox Items
You can assign inbox items to a processor.
The inbox search function enables you to search for individual inbox items and sort the hit list according to particular criteria. You can also sort the inbox items according to their attributes. Similarly, you can search for inbox items with the status New only. You cannot search for inbox items with the status Closed.