Interaction Center Management - SAP CRM

Lesson Overview

This lesson describes the functions of Interaction Center Management.

Lesson Objectives

After completing this lesson, you will be able to:

  • Describe the functions of Interaction Center Management.

Business Example

Interaction Center Management: Tasks

Interaction Center Management: Tasks

The main task of the Interaction Center Management is to guide the Interaction Center Agents. This is supported by the following components:

Interactive Scripting:is a function in the Interaction Center that allows managers to design step-by-step scripts and allows agents to execute these scripts whenever they need guidance during customer interactions.

Agents use these scripts to guide them through each step of a customer contact and enter the customer's responses in the script. The customer's response dictates the next step that the script displays. These steps may include questions with predefined answers, business transactions, Web documents, or other activities within the IC.

Interactive scripting makes agents' interactions with customers more consistent, which in turn improves the quality of a company's customer interactions.

E-Mail Response Management System (ERMS):is a tool for managing large amounts of incoming e-mail. Instead of routing all incoming e-mails into one queue, ERMS provides services for automatically processing and organizing incoming e-mail. There are several automated activities that reduce the need for manual intervention by interaction center agents, thus substantially increasing efficiency and processing accuracy, by helping agents to process e-mail in less time and allowing them to provide the same quality response regardless of agent skill level. ERMS provides tools for agents to efficiently and consistently respond to messages, and for managers to administer, monitor, and report on the whole e-mail process.

SAP delivers preconfigured ERMS settings and functions that you can extend using custom coding.

Intent-Driven Interaction (IDI):supports rule-based agent guidance and ensures that customer interactions are handled according to corporate standards via rule-based alerts, interactive scripts, navigation, and other actions based on flexible IC events.

Interactive Scripting

Interactive Scripting

Interactive scripting helps the agents in their communication with business partners. Agents can select and call these scripts manually. Scripts can also be linked to marketing campaigns so that when calls are made in connection with a certain campaign, the script opens automatically. Scripts can also be launched automatically driven by events.

The script provides question and answer alternatives, which the agents can use during their conversations with the customer. The script can call up specific transactions, depending on the customer's answer. Thus the script can, for example, branch to the processing of sales orders.

The conversation is saved as a history. This enables the agent to access information on the customer's previous answers during the conversation. The conversations can also be evaluated statically and used by Marketing to distribute the business partners to target groups.

Intent-Driven Interaction (IDI)

Intent-Driven Interaction (IDI)

Intent-Driven Interaction (IDI) ensures that customer interactions are handled according to corporate standards via rule-based alerts, interactive scripts, navigation, and other actions based on flexible Interaction Center events. First of all Interaction Center Events have to be defined in Customizing (based on User Interface elements like buttons and Drop Down List boxes).

Within the Rule Modeler in a second step Business Roles and IC events have to be assigned to a rule policy. Business Rules are created by using Conditions and Actions.
In the Alert Editor new alerts with text variables and navigation options can be designed.

IC Management: Managing Call Lists

IC Management: Managing Call Lists

Before a call list is used in the Interaction Center, it has to be activated and assigned to groups of agents in call list management. Call lists can also be processed in call list management:

  • Individual calls can be removed from, added to, or moved to other lists manually.
  • Synchronizing call lists means that the agent can specify the time frame and, in addition to the main business partners, select the appropriate contact persons. When processing the call list, the agent can then choose whether to call the main business partner or one of the contact persons (context menu).
  • Scripts can be assigned to the call lists.
  • Call lists that have been created separately can be assigned to each other.

The call lists are then assigned to the relevant organizational units, positions, or even individual users for processing. You can monitor the processing of the call lists using different key figures (size of the call list, number of open and completed calls, and so on). The call finally needs to be activated.

IC Management: IC Manager Dashboard

IC Management: IC Manager Dashboard

In the Dashboard you can display the following:

  • The number of active agents per channel
  • Overall status of each of the queues in the Interaction Center
  • Three overview key figures of your choice, such as call volume, average handling time and average speed of answer
  • Alerts (either as texts or symbols) that inform you if the threshold values you configured have been exceeded or not reached

Apart from the information shown in the overview, this iView also displays detailed information for every single agent in the team. For example:

  • The queue in which the agent is currently working
  • Status of the respective interaction, such as wrap-up, ready or active
  • The time for which the agent was active in the current channel
  • Three agent-level key figures of your choice, such as interactions handled today, average handling time and average speed of answer

When you place the mouse pointer on an agents name, the three key figures you have defined appear for that agent.

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