We are often asked about how to set up the Employee Interaction Center from a configuration and development standpoint but as is too often the case with a newer SAP product, there is a lack of understanding on how to use the product that end user (agent) will be working with. This blog will outline how to create an EIC activity within the ERP version of the Employee Interaction Center.
It is important to understand some of the key terminology used within EIC as it relates to an agent and activity.
- EIC Agent: A person who is responsible for responding to incoming service requests from employees and documenting the interaction into activities.
- Activity: A record of the interaction between the EIC Agent and the employee often referred to as a case or ticket in many legacy systems.
In order to create an activity, launch the EIC application and click on employee search in the navigation bar and you will be brought to the search screen listed below.
Search for your employee via employee id, social security number (for US clients), SAP user ID or telephone number and select the new activity icon. You will be brought to the create activity screen listed below.
Fill in the appropriate information and save the activity. As you can see in the above example activity 411 has now been created.
The ERP Employee Interaction Center (EIC) is a centralized call center application that is part of SAP’s shared services offering. It delivers employee information to your contact center agents and empowers them to capture the details of an interaction with an employee. It is included in the base SAP license, is being used by multiple large clients worldwide and it is a great fit for customers that are looking to establish a HR employee interaction center that don’t currently have CRM installed.