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CRM_CREATE_PLAN_CALL_LIST - Generate planned call list from BP call times

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Title

Generate planned call lists from business partner call times

Purpose

This report generates planned activities or transactions and call lists in the background for a defined range of business partners within a certain time period. The call times of individual business partners are calculated with the help of rules from the call times maintained in the business partner master data.

Use this report if you want to define for a call center agent the calls that should be made within a certain time period. After a call list has been generated, it must to assigned to one or more organizational units. The call list is then displayed on one of the workspace tabs in the Interaction Center where it can be processed.

Integration

Prerequisites

• You have maintained the call times for the selected business partners in the business partner master.

• If the call list should contain the contact person for the business partners, you need to have maintained this relationship as well as the call times for contact persons in the business partner master.

• If you want the call list to be generated for a target group, you need to have maintained it in Marketing.

Features

Selection

• Call list title

• Date from/to

• Transaction type

• Target group and/or business partner

If you enter a business partner interval in addition to the target, a call list is generated for all business partners contained in both groups.

Standard Variants

Output

Activities

1. Enter the title of the call list.
2. Enter the time period of the call list.
3. Set the required indicators for generating transactions:

• If you set the indicator Generate a transaction per call timea transaction is generated in the call list for every maintained call time for the business partner and the contact person.

Example: the call times Wednesday and Thursday between 10 and 12 o'clock are maintained for the business partner. The call list is generated for the period Monday 13th August to Friday 17th August. The system generates two transactions, that is, one for each call time which takes place during this period.

If you indicated that the contact partner should be considered, a transaction is generated for each contact person and call time.

• If you do not set the indicator Generate a transaction for each call time, then only one transaction will be generated for the business partner or contact person, regardless of how many call times have been maintained. If several call times have been maintained, the transaction will be created for the closest call time.

• If you set the indicator Generate transaction without call time, a transaction is generated even if no call times are maintained for the business partner or the contact person in the given period. In this case, the transaction for the business partner/contact person is "empty".

1. Choose a transaction type. During processing of the call list in the Interaction Center, the tab page for transaction processing is tailored to the corresponding selected transaction type. If you select the transaction type standard order, the tab page for transaction processing with this transaction type is available to the agent in the Interaction Center.
2. Select a target group via F4 Help and/or enter a business partner range. These business partners are then included in the call list.
3. If you choose Check contact persons, a new screen area is opened, which enables you to restrict the search for the contact persons according to specific characteristics.
4. Choose the button No contact persons to close this screen.

Example

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