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 Configuring the Customer Interaction Center

Purpose

This process describes the settings to be made in Customizing to configure the CIC .

Prerequisites

You have represented the organizational structure of your company in the organizational plan in Organizational Management .

Note Note

Additional information on creating and modifying the organizational plan is available in the SAP Library under Start of the navigation path Human Resources Next navigation step Personnel Management Next navigation step Organizational Management End of the navigation path

End of the note.

Process Flow

  1. Define a framework.

    This defines the screen layout and components that can be used in the CIC . You can define several frameworks.

    See also: Framework

  2. Create a component profile for each component that you have assigned to the framework.

    This describes the characteristics of each component. You can create several component profiles for each component.

    See also: Component

  3. Define a CIC profile

    This defines which components are used with which characteristics in the CIC .

    Assign a framework with the profile types and components profiles for the components in this framework to the CIC profile to define this profile. Several CIC profiles can be defined for each framework.

    See also: CIC Profile

  4. Assign the CIC profile to an organizational unit, position or job in the organizational plan for SAP Personnel Management .

    This defines which call center agents and components are available for processing the business transactions.

    See also: Assigning a CIC Profile to a Call Center Agent

Result

You have configured the CIC .