Ic web--- The Interaction Centre Web Client as part of SAP

Customer Relationship Management (SAP CRM) provides you with

tools to help you ensure efficient and consistent customer service
by collaborating and communicating with your customers over
various channels. It supports agents and managers who are
involved with the interaction centre.
Agents can handle inbound or outbound service, sales, or
marketing transactions using the phone, email, fax, or the Web.
They can process business transactions such as quotations, sales
tickets and service tickets, and enhance their productivity by
using alerts, scripting, and a solution search. All relevant account
information is available to them in one location, such as account
data, order status, and product-related information.
Managers can access administration, maintenance, and reporting
tools, ensuring optimized and efficient interaction centre
operations. For example, they can forecast, schedule, and
monitor their staff, adjust workflow and routing rules, monitor
inbound and outbound interactions, and view analytics to make
strategic decisions for the interaction centre.
The Interaction Centre (IC) Web Client is a thin-client, highlyoptimized desktop application for interaction centre agents. It
provides a framework for processing IC Web Client functions. No
separate installation of the IC Web Client is necessary. The
Software Agent Framework (SAF) is required ( e.g. for Knowledge Search
or Content Analysis).

Interact ion Center WebClient : Layout

Scratch
pad
Alerts
Navigation
bar
Toolbar
Broadcast
messages
Sandra Turner

Workspace
Communication
information
Account info
Queue Status
Time to wrap up! Connected: 2:19 min

System
Messages

The scratch pad allows the agent to write down notes that can
at any time be included into the business documents.
Account info shows the most relevant information about the
current interaction, such as the customers name and company.
Alerts are predefined by system administrators or Interaction
Centre (IC) managers to be triggered by certain events in the
system.
Communication information shows information from the
Communication Management software, like talk time,

automatic number identification, agent state and queue

status.
The toolbar contains buttons to control telephony functions.
In the system messages area information, warning, or error
messages from the system are displayed.
In the workspace you can maintain business transactions such as
sales and service orders start call lists and interactive scripts or
run detailed search on business partners, products and
transactions in the interaction history of customers.
The navigation area allows the agents to start transactions and
navigate between different screens.
Broadcast messaging allows managers to immediately broadcast
information to agents by sending out an electronic message that
appears instantly on each agent's IC interface.
profile
IC Business Role / Profile
Individual Configuration for:
Entire call center
Groups of agents
Individual positions

Configuration ofConfiguration of
the agents profile
the agents profile
IC WebClient: Functions
Sales, Service, Marketing
Telephone integration
E-mail integration
Internet integration