We are often asked about what options the Employee Interaction Center (EIC) offers around activity search. This blog will outline the functionality that SAP offers for customers that are on the ERP version of the Employee Interaction Center with a minimum of enhancement package 4 (EHP4).
The activity search will allow the agents to pull up a list of activities based on a variety of search criteria. Enclosed is a screen shot of the “simple” activity search which is the default option when you click on the activity search on the navigation bar. It allows for search on Activity Number, Affected Employee, User ID, Category, Subcategory 1, and Created From/To.
If the “simple search” does not provide enough search criteria the agents can choose the “advanced search” which is shown below. It allows for search on Activity Number, Affected Employee, Description, Status, Priority, User ID, Category, Subcategory 1, Subcategory 2, Subcategory 3, Subcategory 4, Owner Org. Unit, Owner, Processor Org, Unit, Processor, Due Date, and Created From/To.
Several customers use the activity search as a primitive report as the data shown is real time.
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 your base SAP license and it is a great fit for customers that are looking to establish a HR employee interaction center.