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 Assigning a CIC Profile to a Call Center Agent

Use

You want to provide call center agents or groups of call center agents in the CIC with various user interfaces.

Prerequisites

You have defined CIC profiles in the Customizing settings for the SAP Customer Service component.

See also: CIC Profile

You have mapped the organizational structure of your company using an organizational plan in the Customizing settings for the Personnel Management component. Your company is represented as a hierarchical structure that consists of organizational units, positions, jobs and holders here . You have assigned user names or personnel numbers to positions.

You can assign a CIC profile to an organizational plan at organizational unit, position or job level.

Note Note

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

End of the note.

Procedure

  1. Start of the navigation path Choose the following in the SAP Easy Access menu:Logistics Next navigation step Customer Service Next navigation step Customer Interaction Center Next navigation step Administration Next navigation step CIC Structure Next navigation step Organizational Structure Next navigation step Change End of the navigation path

    The Change Organization and Staffing (Workflow) screen appears.

  2. Access the organizational unit, position or job to which the CIC profile is to be assigned.

    You remain on the Change Organization and Staffing (Workflow) screen.

    If you for instance search for an organizational unit in the search area of the screen, the system displays the result of the search in the selection area. Select the organizational unit required by double clicking on it. The system displays data on the organizational unit selected in the overview and detail areas of the screen.

  3. Choose Start of the navigation path Goto Next navigation step Detail Object Next navigation step Enhanced Object Description. End of the navigation path

    The Maintain Object screen appears.

  4. Scroll down the list of infotype descriptions and select the CIC Profile infotype.

    Various attributes or characteristics for an object can be defined and described in an infotype.

  5. Choose the Create Infotype or Change Infotype button.

    The Add CIC Profile or Change CIC Profile screen appears.

  6. Access the input help (F4) for the CIC Profile ID field.

    The system displays a list of CIC profiles that were created in Customizing.

  7. Select the CIC profile required and choose Save .

Result

You have assigned a CIC profile to a call center agent.

If you have assigned the call center agent to several organizational units or positions with different CIC profiles, the call center agent is offered these CIC profiles for selection when they access the CIC .

Note Note

CIC profile 00000001 is defined as the default CIC profile. This means that a call center agent, who has not been assigned to an organizational unit, position or job, can access the CIC .

End of the note.

If you assign a CIC profile to the organizational plan at a lower level, such as the Job level, and this profile does not contain component profiles for all components in the framework, the system searches for a CIC profile with the same framework ID at a higher level of the organizational structure to find the missing component profiles. You can for example make components with specialist settings available to new employees or define standards for all call center agents even if the Customizing settings at a lower level are incomplete.