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Purpose

As an introduction to the Interaction Center the first stop should be to help.sap.com also this Wiki are will give detailed information through blogs, document and wiki pages. For a general over please see the information below that is an extract from help.sap.com

Overview

The Interaction Center (IC) WebClient is a thin-client, highly-optimized desktop application for interaction center agents. It provides a framework for processing IC WebClient functions.

Implementation Considerations

  • No separate installation of the IC WebClient is necessary.

  • The Software Agent Framework (SAF) is required for scenarios that involve searching for knowledge (for example, the solution search and knowledge search during chat sessions). For more information, see Software Agent Framework (SAF).

Features

  • Account Identification

    A customer search function that agents can use to identify customers in the system. You can set up this function to identify customers even before agents accept contacts, based on automatic number identification (ANI) or the address of an incoming e-mail.

  • Account Overview

    Agents can get a complete overview of the entire account, including individual account details, notes, roles, planned activities and business partner relationships.

  • Interaction Record

    A customer-focused overview of the current interaction and customer history.

  • Interaction History

    A comprehensive interaction history provides one view of a customer. Search and overview of business transactions for a customer. Agents can use various search criteria to find the business transactions they are looking for. Agents can record data both during and immediately after an interaction.

  • Leads

    Agents can determine using a questionnaire what type of a lead a customer may be. The agent can view the business context and create associated follow-up actions based on this evaluation.

  • Case Management

    Enables agents to process information about a complex problem or issue in a case as a central collection point. Agents can search for cases as well as create them.

  • Service Orders

    Gives agents a quick method of entering services and products. The service order also offers an overview of all data relevant for these processes.

  • Knowledge Search

  • Product Search

    Allows interaction center agents to search for products according to a combination of selection criteria.

  • Campaigns

    Agents can view details of current campaigns, such as assigned scripts and progress, to prepare for incoming or outgoing calls.

  • Call List Management

    Allows the processing and the maintenance of calling campaigns. Managers can create and maintain call lists. Agents can execute calls from their assigned call lists.

  • Agent Inbox

    Allows agents to process incoming and outgoing mails, planned activities, and other work items.

  • E-Mail

    Interface agents use for processing incoming and outgoing e-mails as well as complete unfinished e-mails.

  • Chat

    Interface agents use for processing incoming chat sessions.

  • Interactive Scripting

    Scripts guide agents through customer interactions by moving through a series of steps. Managers can use the interactive script editor to create scripts tailored for current campaigns or company needs.

  • Scratch Pad

    Electronic notepad that agents use to record miscellaneous information during an interaction. Notes from the scratch pad can be imported into fields in the IC WebClient.

  • Alerts

    Combine system resources intelligently to guide agents during customer interactions.

  • Broadcast Messaging

    Allows managers to send instant messages to agents.

  • Queue Status

    Allows agents to quickly display the channels and queues they are assigned to, based upon configuration in the communication management software.

  • IC Manager Dashboard

    Displays current session related information specific to the agents, such as profiles, channels, queues, and technical system information.

  • Transaction Launcher

    Allows system administrators to configure access to non-IC WebClient transactions through the IC WebClient

Related Content

Interaction Centre Web Client

Related Documents

 

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