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Agent Inbox in the Interaction Center WebClient (Enhanced) ( RELNCRM_50_IC_INBOX )

CPI1466 during Backup   CL_GUI_FRONTEND_SERVICES - Frontend Services  
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Short text

Agent Inbox in the Interaction Center WebClient (Enhanced)

Use

As of SAP CRM 5.0, an expanded palette of functions are available in the agent inbox in the Interaction Center WebClient:

Workflow

You can display workflows from other systems in your agent inbox.

Inbox Status

You can define your own inbox statuses.

You link the agent inbox statuses that you defined for each element type with the system status and user status in the SAP CRM system. As you link your agent inbox statuses, you can define which statuses in your business processes count as Not Completed.

This way, you can now use the appropriate assignment in the agent inbox to integrate your own user statuses.

Advanced Warning for Due Date

Now, you can define an advanced warning period until the due date for each element type. During the advanced warning period, agents are alerted to the upcoming due date by a yellow traffic light in the Due column of the inbox result list

Advanced Search

You now have the option of using the Assigned To search criteria in the inbox search to use the partner function assignment to partner function types of general partner processing in the Customer Relationship Management system. Previously, it was only possible to use the partner function assignment for business transactions and cases in agent inbox Customizing.

This means that you can now expand the search and integrate your own partner functions.

Links

You can now link inbox elements with a business transaction, a case, or the current interaction record. To do so, select the desired inbox element and choose Link.

If you have not implemented SAP CRM 4.0 Add-On for Service Industries, the following release note for agent inbox enhancements is also relevant for you: Agent Inbox (Enhanced).

Effects on Existing Data

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

For some of the functional enhancements detailed above, you must make the following settings in Customizing for Customer Relationship Management under Interaction Center WebClient --> Agent Inbox:

Element Types

Basic Settings for Element Types --> Define Element Types and Assign Implementation Classes

Inbox Status

Inbox Search Definitions -->Define Inbox Status

Map Element Attributes to Inbox Attributes --> Map Element Status to Inbox Status

Advanced Warning Period for Due Date

Map Element Attributes to Inbox Attributes --> Define Advanced Warning for Due Date

Advanced Search

Map Element Attributes to Inbox Attributes --> Map Business Transactions to Responsible Employees and Groups

Define Inbox Profile - the Extended Search indicator in this Customizing activity is relevant for the new function.

Further Information

CPI1466 during Backup   Fill RESBD Structure from EBP Component Structure  
This documentation is copyright by SAP AG.

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