Automated Personnel Management Processes

This business function’s primary aim is to tightly integrate EIC with HCM Processes and Forms (as a part of the HR Administrative Services component).

You are supported in processing personnel management business processes by the integration of these two web-based applications. Communication during employee-related processes in which the processor performs multiple roles (for example, EIC agent and HR administrator) is simplified for all parties involved.

EIC agents can launch processes from HCM Processes and Forms directly in the EIC application.They can also track the progress of processing using this application. To do this, EIC agents are given access to the process browser. You can also perform work items that the personnel administrator has created.

Personnel administrators can receive follow-up activities from EIC and call up activities from the EIC in their central worklist. You can also start processes and forward them to agents in the EIC.

This way, it is no longer necessary to enter data or log into the system multiple times. The system automatically displays employee data and also automatically updates the data in the SAP HR back-end system. EIC agents and personnel administrators can thus complete processes triggered by employee requests in a more standardized and simplified manner.

Enhancements to Activity Processing and the Agent Inbox

You also receive additional functional enhancements in the various areas of the EIC.

EIC agents can now add attachments to activities, create service level agreements, or use an activity log within activity processing.

The agent inbox provides you with enhanced options in areas such as e-mail processing. For example, you can manage incoming e-mails automatically using rules, use standard responses for e-mail traffic, or take advantage of the functional enhancements of the inbox search like the initial search profile.

Handling Processes

EIC agents can launch and handle pre-defined personnel management processes (for example, birth of a child and maternity leave) directly from the EIC application through activity processing.

EIC agents can track launched processes using the EIC application by monitoring follow-up activities, responsibilities, and appointments. You can access the process browser directly from the EIC application using the navigation bar. This way, you can receive detailed information on the process flow.

EIC agents can open and perform from the EIC inbox either workflow work items that they have received via their integration into the process flow or work items that were created while handling a process. This way, it is possible to navigate from the BSP application of the EIC to the web dynpro ABAP application of the personnel administrator.

Personnel administrators can receive follow-up activities that have been forwarded from the EIC using a workflow. You see follow-ups in your universal worklist.

Personnel administrators can call up an activity and launch a process for that activity using the follow-up in the central worklist. You can also directly change the activity (for example, create notes, add contacts, and so on) and change the status of the follow-up.

EIC agents and personnel administrators can process and forward forms directly on their computer screens using SAP Interactive Forms by Adobe .

For more information about integrating with HCM Processes and Forms and on handling processes, see Integration of EIC and HCM Processes and Forms .

Enhancements to the Agent Inbox

The agent inbox has been enhanced in numerous ways.

For example, you can implement an initial search profile, which is automatically used with the agent inbox is called up. You can create rules using the rule modeler and automatically handle incoming e-mails, web requests and activities using rules. You can use standard responses for e-mail traffic and activate a substitution plan for EIC agents.

For more information, see Agent Inbox .

Enhancements to Activity Processing

Activity processing has been enhanced in numerous ways.

The interface for activity processing now contains several new areas:

In the Attachments area, documents attached to an activity are stored.

In the Related Activities area, EIC agents can see those activities that are related to the current activity.

In the Log area, EIC agents can check the progress of an activity in the activity log.

In the SLA area, service level agreements for an activity are stored.

You can determine which activity processing areas are displayed to a certain user using the activity profile.

EIC agents also have the following enhanced options for processing follow-ups.

For more information, see Activity .

Enhancements to the Employee Search

The employee search has been enhanced in numerous ways.

The employee search now distinguishes between the contacting person and the affected employee. This way, the contacting person can also be an external contact, meaning someone who is not an employee of the company itself. There are separate results lists for both groups of people in the employee search.

The EIC now also allows for employees with concurrent employment. You can search for the external person ID in the employee search.

For more information, see Employee Search .

Additional Functions

Service Level Agreement

You can set up the service level agreement and use it, for example, to monitor the processing time of EIC requests. Reminders and violation alerts are also available to the EIC agents. For more information, see Service Level Agreement .

Employee Survey

The employee survey serves as a way of determining employee satisfaction with EIC services. After ending an activity, a survey is sent to the affected employee. For more information, see Employee Survey .

Rule Modeler

You receive a tool for automatically handling incoming e-mails, activities, and web requests. For more information, see Rule Modeler .

Business Intelligence Content

EIC-specific reporting is available. For more information about this, see SAP Note 997976 .

See also:

For more information, see the release note HCM_EIC_CI_1: Employee Interaction Center .